IT Service Desk Analyst - Chorley, United Kingdom - OCC Computer Personnel

OCC Computer Personnel

Verified Company

Chorley, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Service Desk Analyst/Helpdesk Analyst/1st line/1st level support - Hybrid working (2 days from home)

Due to my clients continued growth and success they are looking to recruit 2 new people into the Service Desk

Managing service desk tickets from the business to ensure that the appropriate level of IT support is provided.
Ensure that all Incidents are assigned the appropriate SLA.
Take ownership of user incidents, tracking incidents and following incidents/requests through to completion.
Manage all Service Desk tickets, escalating Incidents as appropriate.
Carry out basic operational procedures and instructions so that tasks are completed accurately and on time, including performing user joiner/leaver processing and IT system housekeeping.
Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Desk Team leader.
Perform problem solving activities on Microsoft technologies including Windows 10, Microsoft 365, Microsoft Teams, SharePoint, Intune and Active Directory.
Check monitoring systems for incidents and warnings, and action or escalate as required.

To be successful in this role, you should meet the following requirements:

Excellent verbal and written communication skills.
Excellent Customer Service skills.
Highly engaged with a willingness to learn with a positive and professional manner.
Ability to build effective relationships and teamwork skills.
Have an excellent working knowledge of Microsoft products including Windows 10 and Office products.
Strong attention to detail in logging support calls, updating call details and managing call closure.

The key requirements for this role are:

Ability to troubleshoot and problem solve.
Experience in a customer service environment.
Strong communication and customer service skills
Willingness to learn and hit the ground running.
Full UK Driving License and own transport.
Desirable working knowledge of ITIL Framework and experience working on a service desk.