Job Title: IT Service Desk Analyst
Job type: Permanent
Salary: £25,000 - £27,000.
An amazing client of based in London are looking for an IT Service Desk Analyst to join there ever growing team to find solutions tailored to the client's needs. You will need to be able to provide an outstanding service to colleagues, dealing with incidents and requests, escalating as required.
Main duties and responsibilities
Being comfortable answering calls, emails, and self-service actions to the IT service desk
Proven track record in using monitoring tools such as Spice Works.
Demonstrable knowledge of desktop hardware and peripherals, such as printers, scanners, PC's, and laptops.
Resolution of incidents where possible, aiming to achieve a high first time fix rate. Escalation to Systems Team as necessary. Incident resolution may involve desk-side support.
Experience in call logging/incident management software ideally Zendesk or similar.
Ensure the quality of the data and information contained in the IT Service Desk Management System (Zendesk) and equipment inventory.
Maintain and prioritise user incidents and requests and monitor status of all IT support calls to follow through and complete actions.
Familiarity with the ITIL processes in particular Incident, Problem and Change Management.
Experience of providing support to customers using Mac's on a best effort basis.
Perform preventative maintenance, including the installation of hardware and software as required, checking that antivirus software is operating effectively and that computing equipment is properly updated with the latest security patches and hot fixes
Basic Microsoft networking experience including DHCP, DNS, WINS and TCP/IP
Direct experience of configuring network, mobile and email clients and a working knowledge of Microsoft products and network communications in general.Desirable but not essential.
Experience of managing and administering a Customer Relationship Management (CRM) system, preferably Microsoft Dynamics CRM Online
Experience of Microsoft Dynamics CRM development
Knowledge of VMware infrastructure, Exchange 2010, Cisco switches and routers, and firewalls and VPN
Knowledge of maintaining and configuring Wi-Fi for guest network access.
ITIL Foundation certificate / equivalent experience (or willingness to work towards this)
If this sounds like the ideal role for you, and you would love to work as IT Service Desk Analyst, as part of a highly successful team please apply within.
Alternatively, if this role isn't quite right for you but you have someone you can recommend, please get in touch. We offer up to £500 for all successful referrals placed.
Contact Matt at Premier Group on (phone number removed), or email (url removed)