2nd Line Support - West Drayton, United Kingdom - Jackson Green Recruitment LImited
Description
2nd line support - Service Desk Analyst
Hours:
Mon - Fri, 37.5 hours (including Bank Holidays) split over 3 shifts covering
Responsibilities
- Must be selfmotivated with excellent customer service and liaison skills
- To be proactive and "own" calls residing on the Service Desk
- Drive/manage calls to resolution within SLA
- Act as a first line escalation point (for immediate issues) and refer more complex issues
- Handle calls escalated from 1st line
- Liaise with customers and 3rd Parties as and when required
- Develop content in Knowledge Base
- Proactively resolve issues with service calls, escalating when required
- Ability to mentor and instil best practices in others in terms of ticket management and customer care.
Experience/Knowledge;
Excellent communicator both written and verbally
- The ability to work well alone and under pressure
- Previous experience of Wintel environment
- Analytical Skills
- Clear and professional telephone manner
- Assist with assignment of calls
- Assist with call queues.
- Basic Hardware knowledge (HP platforms)
- Build knowledge of Bespoke Business Apps
- Wintel knowledge (Win 10, Windows Server 2008/16)
- Call ownership and monitoring
- Basic Exchange Administration
- Assist with Tablet Devices issues
- Assist with Mobile Device issues
- Working knowledge of Google Apps and MS Office 36
- Knowledge of ITIL practices and processes
Preferred Qualifications/Experience/Skills;
- MCITP Windows Server/Workstation Administration
- Microsoft Office Specialist (to include MS Azure and O365)
- Citrix certification
- ITIL Service Management Foundation
- SAN technologies
- Citrix
- Ms Exchange
- Smartphones
- SQL
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