Service Desk Analyst
Chester
£25,000
ShortList Recruitment are looking for a Service Desk Analyst to join a market-leading business based in Chester. The Service Desk Analyst will work as part of the Group Technology team, to provide support to end users across the business. The Service Desk Analyst will provide 1st and 2nd line support to the business, as well as desk side support and remote support to the company's international offices.
Working across multiple teams, this ‘hands on’ role will be responsible for providing excellent service and ensuring end user satisfaction, with a high ‘first time fix’ rate. This role requires excellent communication and technical skills. There may be a requirement to provide out of hours support work from time to time.
Responsibilities:
- Be the first point of contact for all IT issues and requests, ensuring service desk requests are triaged appropriately and resolved within an agreed SLA, liaising with the onsite IT team as appropriate.
- Support the achievement and maintenance of high levels of user satisfaction.
- Provide desk side support at all offices and rural locations.
- Provide meeting room support.
- Work with local technology suppliers as required.
Required Skills:
- Over 3 years’ experience in a similar role.
- A background in IT support in a customer orientated organisation.
- Technical administration experience with Active Directory, Windows 10, Office 365, Exchange, SCCM, Mimecast, Citrix.
- Working with an ITSM and associated knowledgebase.
- Working knowledge and experience of maintaining current IT hardware, desktops and laptops.
- Troubleshooting, PC/laptop imaging technology, mobile telephony and desktop security (anti-virus, anti-malware).
- Customer service attitude. Uses empathy with customers to understand and deliver their needs.
- Detail orientated. Handles details precisely.
- Interpersonal communication. Communicates well with people and establishes credibility and trust.
- Written communication. Writes compelling and informative text.
- Task and time management. Manages the volume and variety of activity and produce accurate outputs on time.
Desirable:
- Computer Science Degree or equivalent.
- ITIL Foundation.
This role is based in Chester and is commutable from Wrexham, Mold, Liverpool, Wirral, Warrington and surrounding areas.
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