Service Desk Support

£19000 - £24000 per annum
19 Jun 2017
17 Jul 2017
Clearance Level
DV, None / Undisclosed, SC
Job Type

Service Desk Analyst
Up to £24,000 dependant on experience

SC Clearance Required

The IT Service Desk Analyst will be the first point of contact for providing technical support to the accounts designated users. It will required a competent aptitude for working with applications / computer systems / handheld devices and to undertake analysis, diagnosis and resolution of issues which may range from straight forward to more complicated technical issues to their desired resolution

Role Responsibilities:

- Responsibility for troubleshooting IT related problems from software / applications to hardware, such as desktops, laptops, printers and iPhones of the accounts designated users
- To act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
- Receiving, logging and managing calls to their conclusion from internal staff via telephone and email
- Troubleshoot basic issues operating system, network, email and shared resources such as network shares, printers etc
- Log all customer contacts in CRM tool and take ownership of incidents to their desired conclusion
- Installation of all applications and resetting passwords to all enterprise applications
- Escalate unresolved calls to various application and infrastructure support teams
- Closely monitor and meet ticket SLA targets
- Operating within a 24*7 Service Desk operation, as per agreed shift rota
- Act as the designated backup for Incident Manager when reasonably instructed to do so

Person Specification:
- Must be ITIL certified
- Experience of operating in a fast paced moving client facing environment
- Effective time / task management, as well as the ability to be flexible and creative on any given task
- Willingness to take on extra responsibility, as and when required
- Be Security Cleared (SC)
- Able to work on different shifts on a 24/7 basis

This role requires the successful candidate to work on an operational rotated 24 x 7 shift basis. The normal working schedule will be no more than 40 hours per week, exclusive of a 30 minute unpaid lunch break each day

Please apply directly or email your CV or for more information call 0151 2426090

Also get yourself registered online with Brook Street at: to ensure that we can contact you regarding future roles.

If you don`t hear back within 5 working days, please presume you have been unsuccessful for this role.

Similar jobs

Similar jobs