I make it my mission to find the best IT candidates for our corporate services client base. I cover all areas of IT contract roles, but my main focus is roles for one our key automotive clients. These roles can vary from application support to project managers and software developers to network analysts.
1st Line Support Analyst
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1st Line Support Analyst
As a Service Desk Analyst you will act as initial Incident Manager and will assess, escalate and co-ordinate each contact as needed
Job Description1st Line Support Analyst
Working as part of a close and cooperative team, this role involves providing IT support to our internal customers, who use a wide variety of applications on a number of different platforms.
The role involves answering incoming calls, or processing incidents raised by self-service, and using the information provided by the user to restore service as efficiently as possible.
The Service Desk Analyst will be required to understand and comply with set procedures and to adhere to and help to enforce IT security protocols.
As a Service Desk Analyst you will act as initial Incident Manager and will assess, escalate and co-ordinate each contact as needed. Based on the information received from the caller, you will provide full and accurate advice to their customers in a professional and courteous manner.
As well as enjoying working under pressure and as part of a team, you will have excellent Customer Service and Interpersonal skills. You will have strong analytical abilities and be able to problem solve, manage your own time well and meet work-based targets. You will have previous IT experience and an understanding of the Service Desk function and its role within IT.
Skills & Qualifications Required for Job:
Excellent customer service skills
Exceptional interpersonal skills
A good understanding of, and passion for, IT
Excellent communication skills
Strong analytical skills
Ability to work under pressure and as part of a team
Ability to problem solve and manage your own time
Understanding of the Service Desk function and its role within IT
Good understanding of IT Security Policies
A relevant IT qualification
Knowledge and experience of the following products -
Active Directory, Microsoft Office including Outlook (2010 - 365), Exchange, ServiceNow, Windows 7-10 Environments, Citrix Environments, Skype for Business.
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