IT Service / Support Desk Analyst (2nd Line)

Job Type:
Full Time
South East

£24,000 to £26,000 per annum
£24000 - £26000 per annum

IT Service Desk Analyst (2nd Line) required by IT company based in Basingstoke. Salary £24K- £26K depending on skills and experience.

We provide managed IT services, technology solutions and outsourced IT for business and the public sector across the UK. We now have an exciting opportunity for a Service Desk Analyst to provide to 2nd Line service desk support to internal and external customers, assisting them with hardware and software problems via phone, email and in person whilst maintaining a high degree of customer service at all times.

With at least 5 years’ experience in an IT Support environment, you will demonstrate a strong aptitude for attention to detail and excellent customer service skills.

-Fault calls/Request for Service: recording and monitoring of all fault calls & requests for service on our ITSM and/or our clients ITSM Tool. Allocation of calls to appropriate support level or Third Party Maintenance Company.
-Systems Support: Microsoft Windows 7, Windows 8, Windows 10, Microsoft Windows Server 2003/2008/2012 and Office2003/2007/2010/2013/2016 /Office 365. Use of management software, Ie. Remote Desktop/Ghost/Dame ware etc. Anti-Virus and Backup technologies and troubleshooting. Bespoke Application Support - Training will be provided.
-System Administration: Record all faults and related occurrences on the ITSM system. Record all details of printers, print and print queues. Produce and update documentation of IT systems. Upkeep of IT procedures. Update of CMDB
Desirable Knowledge and Expertise:
-Understanding of ITIL v3 within a working environment
-Microsoft Certified (MCSA) in Windows 10
-Network Service Troubleshooting, knowledge of DHCP/DNS/WINS and tools
-Understanding of TCP/IP Networking principles for troubleshooting purposes
-Understanding of VPN technologies for troubleshooting purposes
-Citrix Experience.
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