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IT Service Desk Analyst - 1st - 3rd line

IT Service Desk Analyst - Helpdesk Analyst - 1st -3rd level Support Analyst - Service Desk Analyst - IT Support Analyst - MS Office 2010 / 2016 - Exchange 2010 / 2016 - Active Directory- Windows 7 Support and Installation is required for a global organisation based in Epsom Surrey for an initial 6 month contract.

I am looking for an IT Service Desk Analyst who can join an in house support team who provide technical support across the business.

The IT Support Analysts provide 1st line support for all incidents and service requests and 2nd -3rd line for all systems and applications supported by the Service Desk.

The duties and responsibilities of the Service Desk Analyst is to include but are not limited to:

  • Log, manage and resolve incidents and support requests within agreed timescales

  • Keep detailed, accurate and consistent records for the team calls to ensure they are updated regularly and that the customer is kept informed

  • Ensure the customer is satisfied with the resolution of the call prior to closure

  • Refer all requests that cannot be directly resolved to the appropriate person or service provider

  • Escalate any problems, major incidents, issues or complaints as appropriate

  • Support, coach and assist other team members

The main supported systems are:

  • Windows Operating Systems

  • Microsoft Office 2010/2013

  • Exchange 2010

  • Active Directory

  • LANDesk Service Management suite

  • Outlook 2010/2013

  • Bloomberg

  • Airwatch Mobile Device Management

Essential experience:

  • Detailed knowledge and understanding of Incident, Problem and Service Request management processes

  • Solid experience of working in a busy IT Service Desk environment in a technical customer facing role

  • Experience providing 1st to 3rd line technical support via telephone, email, remote and desk-side support

  • Demonstrable troubleshooting and problem resolution skills

  • Strong experience of Microsoft Windows platform including Windows 7 support and installation ,Microsoft Office 2010/ 2016 , supporting end users of Microsoft Exchange 2010/ 2016 and Outlook 2010/2016

  • Active Directory and other account administration experience

There is on-site parking and a modern working environment with numerous on-site facilities.

They can offer a VERY COMPETITIVE DAILY RATE for an initial 6 MONTH CONTRACT - Please send me your CV for a swift response!