10 miles

Service Desk Analyst


£26000 - £28000 per annum


Concept are currently recruiting for a Service Desk Analyst for a client based in central London.

You will be working on behalf of a leading IT services organisation onsite at a prestigious construction company.

The client are looking for selfstarter, experienced in taking incoming calls from colleagues and to accurately log incidents, ensuring all relevant data is captured whilst logging the incident. To provide a single point of contact to all colleagues and to ensure that incidents are fully managed through to resolution.
Responsibilities of the role

st / 2
nd line Technical Support of hardware and software related incidents, service requests and managed applications
Accurately log incidents and ensure all relevant data is captured whilst logging the incident
Regularly updating incidents logged on the Incident Management system and provide end users with a technical solution within Service Level Agreements
Proactively keeping end users informed on incident or request status and progress.
Escalate incidents where a first time fix is not possible
Monitor, progress, and resolve incidents whilst ensuring customer satisfaction through proactive updates, frequent contact and escalation where necessary
Resolve >75% of incidents logged as a First Time Fix
Administration for Windows OS, Exchange, Internet and Intranet
Keeping up to date with the current standard procedures

The ideal candidate should have an excellent working knowledge with the following

Experience as a 1
st / 2
nd line desktop analyst
Ability to troubleshoot desktops/laptops and associated applications
User and desktop account administration experience e.g. Active Directory

Great opportunity to develop your technical skill set within a support role and complete associated certification funded by the organisation

Working hours Monday to Friday, day work
Salary £25,000 £28,000 per annum
Please forward me an updated CV to find out more

Posted 29 days ago

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