Service Desk Analyst - Huntingdon, United Kingdom - Barclay Meade

Barclay Meade

Verified Company

Huntingdon, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

Job Title
Service Desk Analyst

Location
Huntingdon

Department
Technical Services

Reports to
Service Desk Team Leader

Purpose of Job
Responsible for providing technical IT support to both internal and external customers.

Experience Required

Experience of MSP Environments
Monitoring Tools (NOC)
Knowledge of Virtualisation Environments
Knowledge of Storage Platforms
Networking skills
Firewall skills
ITIL Experience
Educated to GCSE level in Math's and English or equivalent.
Good communication skills.
Microsoft Server and Desktop OS
Installation of Windows OS
Microsoft Exchange & O36
Proven Customer service skills.
Positive, enthusiastic and supportive individual.
Ability to take ownership of and progress issues.
Ability to work under pressure.
Ability to work in a team and to support team members.
Excellent communication and interpersonal skills.
Ability to build good working relationships with internal and external contacts.

Main duties

To provide internal technical support for our clients systems including server, desktop and networking infrastructure.
To complete PC Builds, Installation of Operating Systems and peripherals for internal and external customers
To liaise with and build strong working relationships with stakeholders
To be an ambassador for our clients to maintain and enhance the reputation.
To record all calls to ensure accurate information about the client's systems is maintained and available to other support personnel and account managers.
Escalate issues in line with guidance.
To have a flexible approach and attitude.
To work with other support staff to build knowledge and skills pertinent to the sites supported.
To comply with all necessary working practices relating to the customer site.
To build strong relationships with customer account managers.
To take a proactive approach to customer IT systems to ensure problems are avoided and the longerterm development of the customer IT systems are considered.
To be able to work autonomously with mínimal supervision.
To be able to manage demanding users on customer sites who have high expectations.
To be able to communicate technical issues and concepts to a nontechnical audience.
Work together with your Line Manager to develop and enhance your knowledge and skill sets.
There may be a requirement to provide cover to other customer sites when absence by other engineers dictates.
Any other relevant tasks commensurate with your position, as directed by your Line Manager or appropriate Company Director.

Behaviors and key Competencies

Proven abilities to take initiative and be innovative
Analytical mind with a problemsolving aptitude
Ability to follow processes
Positive, enthusiastic and supportive individual
Ability to take ownership of and progress issues
Ability to work under pressure
Ability to work in a team and to support team members.
Ability to build good working relationships with internal and external contacts.

CRITICAL SUCCESS FACTORS