IT Service Desk Analyst
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| Job Type | Permanent Full Time |
| Location | Epsom, Surrey |
| Area | Surrey, UK |
| Sector | IT |
| Start Date | ASAP |
| Advertiser | Lloyd Recruitment |
| Telephone | 01372 818 299 |
| Job Ref | EW11111 |
- Description
- IT Service Desk Analyst
1st Line for Service Desks
2nd Line for systems and applications support
** Excellent Benefits Package ** Hybrid Working ** Onsite Facilities ** Excellent Employee Reviews on Glassdoor
Our client is looking for an experienced Service Desk Analyst to join their current team. The IT Service Desk team is responsible for the effective provision of technical support the business as well as technical requests received for a third-party organisation.
Providing a range of 1st line support for all incidents and service requests and 2nd - 3rd line for all systems and applications supported by the team.
This is a very fast-paced position, so we are looking for individuals who have experience working under pressure and to deadlines, with the ability to communicate to a confident and high standard.
Experience of working on vendor specific systems / portals would also be an added advantage.
Duties
Delivery of first-class customer service, ensuring the customer is satisfied with the resolution
Log, manage and resolve incidents and support requests within agreed timescales
Keep detailed, accurate and consistent records for the teams’ calls to ensure they are updated regularly, and that the customer is kept informed
Ensure the customer is satisfied with the resolution of the call prior to closure
Refer all requests that cannot be directly resolved to the appropriate person or service provider
Escalate any problems, major incidents, issues or complaints as appropriate
To support and assist other team members
Develop and implement system procedures in conjunction with the end users and the supplier, including roles and responsibilities, problem management and change control requirements
To maintain good working relationships with end users and departments within the organisation and 3rd party company representatives to ensure that satisfactory support, supply and maintenance of services is provided
Ensure that IT equipment is audited, and equipment lists are maintained
Experience in the following systems is required:
The main supported systems are:
Windows 10 Operating System
Microsoft AD Admin tools
Palo Alto Global Protect
Microsoft Office 365 Admin & Support
Microsoft Teams Collaboration Tools
MFD’s
SAP Concur
ePDQ
Palo Alto XDR ED&R
Qualys
Microsoft System Center Configuration Manager 2016
Bloomberg
InTune Mobile Device Management
Banking systems including CitiDirect, Barclays.Net, ING
Bespoke CRM and POS systems
Windows 2008/2012/2016 Server
Cisco CUCM, CCX, Unity and Redbox Call Recording
Supportworks ITSM for call management
NB: Lloyd Recruitment Services would like to thank you for taking the time to apply to this vacancy. However, unfortunately due to a high number of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within seven days, please assume that you have not been shortlisted on this occasion. However please do join our Facebook community, to be the first to see our new positions.
