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We have an exciting opportunity for an IT Service Desk Analyst to join our well-established client based in Reigate.
MFK Recruitment has successfully recruited 15 individuals to this company in the past 3 years, fantastic team with genuine career progression opportunities!
IT Service Desk Analyst job role:
As an IT Service Desk Analyst,, you will be working as an escalation point for the internal Service Desk Support team as well as a point of contact for our customers whether that be via the Telephone or Ticketing System. You will be working with a variety of users to resolve or escalate their technical issues in a prompt and professional manner.
This is an excellent opportunity for an IT Service Desk Analyst to progress within this dynamic and rewarding organisation.
IT Service Desk Analyst responsibilities & duties:
* To manage all incidents and customer requests from receipt to resolution and closure
* Troubleshoot and diagnose desktop and system problems and assist remotely within SLAs.
* To resolve incidents escalated from the service desk support team and ensure knowledge is shared back to the technician.
* Respond to user software or hardware queries via ticket or phone.
* Update the ticketing system, ensuring all calls have been logged and all notes are completed and up to date.
* Continuously improve knowledge and understanding across the various software and hardware technologies supported by the team.
* Review weekly timesheets and KPI scorecards.
* Assistance with On-site visits and Projects.
IT Service Desk Analyst profile:
* Minimum 2 years experience in a fast-paced IT support role with an escalation focus.
* GCSE/A Levels/Degree A relevant course to IT
* Experience in a customer service environment
* Strong communication and customer service skills
* Ability to work independently and take initiative
* Strong work ethic and ability to work in a dynamic work environment.
* Driving License and Vehicle
IT Service Desk Analyst skills & experience:
* Strong interpersonal skills; able to communicate verbally and in writing to both technical and non-technical audiences
* Able to work both within a team and using own initiative
* Install, configure, and troubleshoot issue, using: All MS Windows desktop platforms, All MS Office desktop applications, Apple mobile technologies
* Active Directory configures sites and services, resolve issues
* Firewalls, routers & VPNs install, configure and troubleshoot
* Office 365 Administration and Endpoint Manager
* Switches install and configure, setup VLANs, tagging, breakdown, and troubleshoot issues
Employment will be subject to a satisfactory enhanced DBS check