IT Service Desk Analyst - Bury, United Kingdom - The SLR Group

The SLR Group
The SLR Group
Verified Company
Bury, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

IT Service Desk Analyst - 1st Line
Our client is looking for an IT Service Desk Analyst - 1st Line


Role:


  • To provide 1st line technical support for the IT functions of the business.
  • Respond to support enquiries directly from clients and help them to resolve hardware and / or software problems.
  • To log all support calls within the ITSM call logging tool.
  • To maintain a high degree of customer service for all support queries and adhere to all service management principles.
  • Liaise and work with other Technical teams as required (e.g escalating to 2nd Line)
  • Liaise with 3rd Party technical support teams when necessary.
  • Assist and work alongside Knowledge Management to document working procedures.
  • Assist ITIL managers in the development and maintenance of IT Support processes.

Experience & Knowledge

Essential:


  • Excellent written and verbal communication skills.
  • Ability to effectively identify issues, log and communicate to other personnel.
  • Ability to work well under pressure, ensuring a structured approach is maintained at all times.

Preferable:


  • Experience in a retail environment.
  • Experience of working in an ITIL environment, understanding how the end to end processes work across the organisation.
  • An appreciation of ERP solutions, standards, tools and techniques.

Skills/Behaviours

Essential:


  • Incident diagnosis and Problem solving skills within an IT environment.
  • Excellent interpersonal, communication and negotiation skills, both verbal and written.

Preferable:


  • Good working knowledge of Microsoft Windows (v7 & v8) & Office packages (2007, 2010, 2013 & 365).
  • Good network knowledge (WAN / LAN).
  • Good understanding of PC hardware setup, configuration and maintenance.
  • Understanding the business drivers (e.g. tangible, intangible benefits).
  • Understanding of MAC OSX & iOS (including MDM).
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