Service Desk Analyst / Helpdesk Analyst / 1st Line

Job Type:
Full Time
South East


Service Desk Analyst / Helpdesk Analyst / 1st Line required by a leading provider of global IT solutions and managed services based in Slough. Salary negotiable depending on skills and experience. Excellent career opportunity for the right candidate.
We are now looking to recruit a Service Desk Analyst / Helpdesk Analyst to join our team providing  reactive desktop support for our customers’ managed service environment, including network, computing, and cloud infrastructure issues.
The role is heavily focused around taking 1st Line calls and other customer contact; therefore excellent written English and telephone manner is essential.  You will have a minimum of 12 month experience working in a Helpdesk environment / customer facing role and be able to provide high quality remote troubleshooting for desktop IT issues with the view to resolving an agreed number of issues upon first contact.  We are looking for a polite and professional dedicated team member who can be depended upon.
Technical Skills:
-Knowledge and experience of ITIL based Service Management / Helpdesk software (Service-Now would be ideal).
-Experience supporting Microsoft Office 365 (Word, Excel, PowerPoint, SharePoint, and Outlook) and Lync (Messaging).
-Experience supporting Windows Operating Systems including Windows 7.
-Experience supporting Voice Telephony issues (BT Faults, Cisco CCM) as well as initial troubleshooting of IPT issues.
-Experience supporting a Citrix environment.
-Experience in providing support for SAP (Enterprise Resource Planning Software).  Having provided support for other industry specific software such as Fortek or JD Edwards would also be beneficial.
-Knowledge of network technology, LANs and WANs, and the ability to troubleshoot these types of issues.
-Experience using Image build and distribution software such as SCCM (System Centre Configuration Manager / SCOM Systems Centre Operations Manager.
-Previous experience at unlocking 2FA accounts via incident management process as well as managing and assigning new soft tokens would be advantageous, as would experience in PIN maintenance (e.g. forcing a Server PIN change).
-Experience using Event Monitoring systems such as CA Spectrum or Nagios, Process automation tools such as iWave, Backup Management Tools (Backup Exec or Netbackup), would be desirable.
-Experience using Antivirus Management software such as Symantec, Checkpoint, or McAfee would be desirable.
-Experienced at coordinating third party resolver groups (e.g. BT engineers / hardware swap out activities).
-Formal qualification such as MTA / MCSA / MOS / MCTS / MCITP / MCSE would be highly desirable.
 This is a fantastic opportunity to join a leading global brand providing IT solutions and services with excellent career progression. In return we can offer a highly competitive salary and benefits package.
Apply Now with your CV and a Covering Note

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