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Service Desk Analyst

  • Location: London, Greater London, England
  • Salary: £16 to £18
  • Type: Contract
  • Posted: 219 days ago
  • Company: IQ Talent Centre

Service Desk Analyst required to join a busy service delivery team who provide operational and project support to a large and demanding user base. IQ Public Sector’s local government partner is looking to bring in an experienced Service Desk professional as they aim to deliver an improved IT Service across the board, adhering to ITIL v3 standards.

The IT Service Desk provides a single point of contact for the IT needs of the staff, providing first and second line support on a range of technical issues. The ideal candidate will have good diagnostic skills alongside a realistic approach to escalating issues when required. The Service Delivery team prides itself on being a friendly and approachable support team that endeavour for a high “first time fix” level.

Main Responsibilities:

  • Act as a single point of contact for phone calls, emails, self-service portal and onsite visits from staff  regarding IT issues and queries
  • Receiving, logging and managing calls via telephone, email, self- service portal and onsite visits
  • Ensuring calls are acknowledged and fixed within the agreed SLAs
  • Monitoring  the  Service Desk  ITSM tool and  voicemail  systems,  ensuring  tickets and voicemails are responded to in a timely manner
  • First and second line support - troubleshooting of IT related incidents from bespoke/ standard software to hardware
  • Log all calls in the Service Desk ITSM tool

Key Technical Capabilities:

  • Customer Service/Service Desk training preferable
  • Strong knowledge of Microsoft based operating systems with emphasis on Windows 7/10, Office 2010 and Outlook 2013/ Exchange and Office 365
  • Good working knowledge of Active Directory
  • Good working knowledge of Citrix / VMWare
  • Good working knowledge of VOIP telephony
  • Good working knowledge of ITIL
  • Good working knowledge Networks (LAN, WAN, VPN, RAS, TCP/IP, DHCP and DNS)
  • Support for Android and iOS devices whilst using MDM software
  • PC and laptop cloning and deployment – SCCM