1st Line Support Technician/Service Desk Analyst

£18000 - £26000 per annum
02 Feb 2017
02 Mar 2017
Kevin Raymond
Clearance Level
None / Undisclosed
Job Type
Service Desk Analyst/1st Line Support
One of the world's most respected design, engineering and project management consultancies are recruiting for a Service Desk Analyst.

Your experience as a service desk analyst dealing with 1st support issues would be invaluable to my our client. You will be supporting colleagues around the world to achieve great things by supporting the IS products and services. Ensuring the smooth running of computers, systems and networks.

The central point for first line support, you will be the person colleagues turn to when they need IT queries and problems resolving . Picking up 80% of calls in less than 45 seconds, They aim to fix 65% of IT issues there and then over the phone, so they can go about their working day. As part of the team, you'd:

Act as a central point of contact for the reporting, prioritisation and resolution of IT service quality and availability issues
Record incidents on our work management system in line with best practice, troubleshooting over the phone and passing on details to service teams
Work shifts between 7am to midnight and once trained take part in a rota to provide 24/7 support.

Excellent customer service skills and the ability to build good relationships with a variety of people over the phone
The drive to meet targets and work collaboratively to exceed individual and team performance targets
Strong analytical thinker with a curious mind and a passion for the small detail
An ITIL v3 foundation level qualification or similar
Knowledge of ITIL framework and ideally Service Now or a similar logging or workflow management system
Some experience of MS Windows W7, Active Directory, SCCM, Exchange 2007, SharePoint 2010 and Citrix technologies.

Keywords: Service Desk, Analyst, IT, 1st Line, ITIL
Salary - to £24000 DoE
This is an exciting opportunity to work on defence and MoD projects at the cutting edge of technology which will allow you to develop and improve your skills whilst working for one of the UK's leading organisations.
This role is a permanent position,
Please note you will be required to work within a shift pattern operating between 07.00 to 00.00 Monday to Friday
Location: Epsom, Surrey, Ewell

Electus Recruitment Ltd is acting as an Employment Agency in relation to this vacancy.

Similar jobs

Similar jobs