1st/2nd Line Service Desk Analyst
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| Job Type | Contract |
| Area | Hertfordshire, England |
| Sector | Consultancy / IT |
| Salary | GBP 17 - 18 Day Rate |
| Advertiser | Asher Courtney |
| Job Ref | 25418 |
| Job Views | 100 |
- Description
- MACCLESFIELD - £17 PER HOUR - CONTRACT
1ST/2ND LINE SERVICE DESK ANALYST
JOB DESCRIPTION:
- Possess the ability to adapt quickly to dynamic team environments to maintain a consistent effective contribution.
- Act as a role model for colleagues providing guidance around technical and behavioural competencies to ensure sharing of internal best practice.
KEY RESPONSIBILITES:
- Demonstrate excellent customer service skills and a desire to support end users face to face.
- Take ownership of IT issues and work to resolve or assign to the correct support group.
- Perform 1st & 2nd deskside support to the customer’s client. Use troubleshooting skills and knowledge to determine the root cause of a fault to resolve or re-assign to the correct team.
- Support IT Tech bars and drop in clinics as well as assisting with floor walks when required.
- Perform IMAC activities at the deskside
- Update asset management tool in line with documented procedures.
- Manage all assets within their control.
- Document and report on work completed within the Service Management tool ServiceNow. Creating and updating tickets for all assistance provided.
- Escalate issues in line with Company processes to ensure customer demands are met.
- Act in accordance with Company and Customer Information Security Policies and report any potential or actual Security events or other Security risks to the organisation.
- Ensure Department/Contract meets SLA performance targets.
- Maintain and improve customer satisfaction levels.
- Provide local hands and eyes assistance to remote support groups.
- Understand and adhere to Company and Customer policies and procedures.
- Complete all required Customer training to adhere to compliance and regulatory requirements and to understand Customer processes.
- Utilise the knowledge database available, identifying gaps or the need for improvements.
- Keep skills up to date with IT industry standards as appropriate to the role/Contract
- Exhibit routine administrative skills and good literacy and numeracy skills.
- Act as a team player demonstrating good interpersonal skills.
- Demonstrates awareness of health and safety at work
- Contribute to the development of technical procedures and standards to meet business and customer requirements.
SPECIFIC KNOWLEDGE/SKILLS NEEDED:
- The desire to achieve and maintain the highest level of customer experience at all times. With proven experience of providing face to face customer support.
- Excellent communication skills to work with IT support group and keep customers informed.
- Proven knowledge and expertise within a Microsoft Windows environment (ideally within an enterprise domain business model) including familiarity with Active Directory, software deployment technologies (SMS, SCCM, etc.), Group Policy Objects and remote control methods
- Proven desktop support knowledge and expertise specifically for Windows 10 operating systems, Office 365, MS Intune and Lenovo desktop and laptop hardware.
- Knowledge and expertise in supporting Apple Mac OS and iOS software desirable.
- Experience in setting up and deploying mobile devices is desirable.
- Proven knowledge and expertise in supporting Microsoft Office applications especially Outlook and Teams.
- Experience in the use of cloud based storage solutions such as MS OneDrive and Box.
- Knowledge of client antivirus software within an enterprise environment.
- Aware of the importance of asset management and their role in updating asset inventory details.
- Knowledge and experience of ServiceNow is desirable.
- Ability to work in a customer oriented support role manning a customer drop-in desk in addition to performing floor walking to extend support right to the customer’s workspace.
- Demonstrate excellent soft skills and customer focus. With a proactive attitude to establish and build strong customer relationships.
- Be comfortable to take ownership of issues, working to resolve or align to the correct support group. While keeping the customer updated.
- Demonstrate an analytical and systematic approach to resolving complex problems and assignments.
- Demonstrate an organized approach to work, and an ability to effectively troubleshoot issues. Working to resolve or direct to the correct support group.
