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IT support Analyst - 1st -3rd Line Service Desk Analyst

IT Support Analyst - Service Desk Analyst - Technical Analyst - 1st -3rd level Support Engineer - Technical Support - MS Office 2010 / 2016 - Exchange 2010 / 2016 - Active Directory - Exchange - 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 IT Support 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


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 VERY COMPETITIVE DAILY RATE for an initial 6 MONTH CONTRACT as an IT Support Analyst - ServiceDesk Analyst - Technical Support Engineer - Please send me your CV for a swift response!