IT Service Desk Analyst

☞ GB3

View: 107

Update day: 01-06-2024

Location: Wigan North West

Category: Information Technology

Industry:

Job type: Full-time, Permanent

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Job content

  • To provide technical IT support to customers; providing excellent customer service, technical support and effective communications about technology.
  • Is the first point of contact within IT and provides first time fixes to the customer in all elements of I.T.
  • Handling telephones calls and managing tickets logged on a customer portal
  • The role will involve working in head office and at customer locations as required
  • Handover incidents that cannot be resolved at 1st line to 2nd line support teams.
  • Perform analysis, diagnosis and resolution of problems for end-users, recommend and implement corrective solutions, including off-site repair for remote users as required.
  • Provide laptop, desktop, citrix, server & apple support to our customers.
  • Configuring/reimaging hardware (desktops & laptops windows & Macs).
  • Represent the Service Desk in project involvement and ensures all tasks allocated to the Service Desk on that project are carried out correctly and delivered on time.
  • Shift procedure checks. E.g. backup, server, network checks.
  • Carry out authorised Software Installations and IT Support via Remote Control.
  • Account management within Active Directory and Office365
  • Antivirus installation to all desktops and laptops.
  • Monitor alerts via remote monitoring tools and report any errors to 2nd line support
  • Ability to follow processes.
  • Escalates any re-occurring incidents to the Service Operations Manager.
  • Meet Service Level Agreements (SLA).
  • eLearning Training Scheduled training with salary increases for exam passed. For example train and pass MS-100 and receive £500 salary increase

Job Types: Full-time, Permanent

Benefits:

  • Additional leave
  • Casual dress
  • Cycle to work scheme
  • Discounted or free food
  • Employee discount
  • On-site parking
  • Sick pay
  • Store discount

Schedule:

  • 8 hour shift
  • Holidays
  • Monday to Friday
  • Overtime

COVID-19 considerations:
Masks, Gloves, Sanitized desks

Education:

  • A-Level or equivalent (required)

Experience:

  • Technical support: 1 year (required)
  • Customer service: 1 year (preferred)

Licence/Certification:

  • ITIL Certification (preferred)
  • Driving Licence (required)

Work Location: One location

Reference ID: Reference ID: RR8

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Deadline: 16-07-2024

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