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Vacancy Title: 1st/2nd level Helpdesk Analyst
Vacancy Location: Ayrshire
1st/2nd level Helpdesk Analyst
From £15,000 to £17,500 per annum
An exciting opportunity to join our team within a growing ICT Services company as a Helpdesk Analyst in our Service Desk team.
Our client is an ICT Services group with an extensive history that has a complete portfolio of integrated ICT services for the large enterprise and public sector markets. This includes Workspace, Applications, Unified Communications, Data Centre, Cloud, Consulting, Partner Technology, Managed Services and Security.
Our client support their employees to become experts in their field though development by an internal recruitment program.
As a Helpesk Analyst you will be part of the service desk, working 37.5Hrs per work across a 6 week period. The service desk is a communications center that provides a single point of contact between our customers, employees and business partners. The purpose of the service desk is to ensure that users receive the appropriate help in a timely manner.
The role involves working within the 1st line service desk answering telephone calls and then troubleshooting andraising tickets into our call management system. You will work closely with the shift leader to meet contractual SLA’s for the specific customer.
•Answer calls in a courteous and customer focused fashion as per call handling instructions.
•Raise incidents / requests for all new cases as per the incident management process and the updating of existing incidents as appropriate
•Act as first line support for desktop technology
•Resolve incidents within agreed timescales & where necessary seek assistance from appropriate sources as required
•First line incident resolution
•Escalate incidents as per the incident management process to both internal and external support teams
•Perform Request fulfilment tasks in line with contractual obligations
•Monitor service desk mailboxes and call queues to ensure all incidents are updated and progressed in required timescales
•Development of skills in specified technology
•Provide expertise at a level and in a fashion which aims to exceed customer expectation
•Contact customers where necessary to provide updates and confirm closure.
•Adopt flexible working hours as and when the operational need arises
•Participate in service introduction, due diligence and customer on-boarding as required and work closely with project teams to ensure requirements are fully met
•Participate in regular visits to client sites to develop & transfer knowledge and build strong working relationships with customers & 3rd party resolver groups
•Achieve targets & performance levels as set out within the agreed parameters.
•Minimum of 2 years experience in supporting Microsoft Desktop platform
•Experience of user administration.
•Experience of desktop support diagnostics and problem determination
•Experience of diagnosing desktop performance issues.
•Knowledge of Exchange or alternative mail system
•Knowledge of Local/Network Printer support
•Knowledge of domain structure and directory services configurations.
•Experience in PDA Support
•Ability to document support procedures/fixes
•Knowledge of TCP/IP functions (DNS, DHCP).
•Knowledge of user and Share/NTFS permissions.
•Typically secondary/ high school qualified with a relevant technical qualification, required certifications and at least years relevant work experience
•MCDST level and at least 2 years experience in desktop role
•Experience in Active Directory and MS Exchange to a high level
This vacancy is being advertised by AllNeeds Recruitment. Ltd. The services advertised by AllNeeds Recruitment are those of an employment agency. No terminology in this advert is intended to discriminate on the grounds of gender, race, disability, age, sexual orientation, religion, or belief, and we confirm that we will gladly accept all applications.
Sounds like role that you can do? Then we want to hear from you. Please register on our website www.allneeds.co.uk – just a few contact detail questions and then upload your CV and covering letter.
If this isn't the role for you (or the right time) why not connect with AllNeeds on LinkedIn to keep up to date with all of our opportunities. We also have a Facebook page (https://www.facebook.com/allneedsrecruitment/).
• Reference: SP_DC
• Job ID: 201806195
Vacancy Date Added: 26/06/2018