Service Desk Support Analyst

Service Desk Support Analyst

Job Title: Service Desk Support Analyst
Contract Type: Contract
Location: West Midlands, England
Salary: £150.00 - £300.00 per day
Reference: HQ00078187_1534759184
Contact Name: John Wright
Contact Email:
Job Published: August 20, 2018 10:59

Job Description

CONTRACT OPPORTUNITY: Service Desk Support Analyst West Midlands Initial 3-6-month contract Competitive daily rate (Dependent on experience)

- Ensure professional quality customer service
- Become expert in the approved service management processes, standard operating procedures, and technology standards
- Monitor service desk queues, respond to requests, perform technical assessments, attempt to troubleshoot problems and isolate faults in accordance with Service Level Agreements
- Create well-documented and actionable tickets with accurate notes
- Contribute to knowledgebase by recording detailed technical resolutions to incidents
- Work collaboratively with service desk team members to ensure appropriate resource assignment, utilization, escalation, and dispatch of team members.
- Collaborate with infrastructure technical analysts and regional team counterparts as required
- Build, configure and deploy desktop and laptop computer systems with required software to approved IT standards
- Provide remote and on-site desktop support as appropriate.
- Troubleshoot accurately and ensure that resolutions are implemented correctly, thereby avoiding call backs on the same issue
- Acquire knowledge of all supported sites, systems and applications
- Be familiar with site evaluations, key findings and known problem areas
- Share knowledge openly and collaboratively
- Log asset information for client adds, moves and changes following approved processes
- Perform other duties as assigned or requested by manager

- Undergraduate degree in computer science or other technical field preferred; 3 - 5 years relevant IT experience; MCSE certification or similar accredited technical certification
- Excellent customer support skills with 3 - 5 years of technical support in a Windows environment including desktops, laptops, printers, desktop software, applications and tools; building and configuring desktops; Windows operating system
- Support of engineering software such as Doors, Jira, SmarTeam, and Solidworks
- Learn and support site desktop applications and tools
- Proven commitment to customer satisfaction
- Strong oral and written communication skills
- Outstanding MS Office skills (Word, Excel, Outlook, PowerPoint, Visio, and others)
- Ability to work on multiple priorities
- Experience working as a part of a team
- Some light travel required

Is this opportunity of interest? If so, please apply and I will be in touch ASAP.

Lawrence Harvey is acting as an Employment Business in regards to this position.
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