Service Desk Analyst

Job Title

Service Desk Analyst

Location

Huntingdon

Department

Technical Services

Reports to

Service Desk Team Leader

Purpose of Job

Responsible for providing technical IT support to both internal and external customers.

Experience Required

· Experience of MSP Environments

· Monitoring Tools (NOC)

· Knowledge of Virtualisation Environments

· Knowledge of Storage Platforms

· Networking skills

· Firewall skills

· ITIL Experience

· Educated to GCSE level in Math's and English or equivalent.

· Good communication skills.

· Microsoft Server and Desktop OS

· Installation of Windows OS

· Microsoft Exchange & O365

· Proven Customer service skills.

· Positive, enthusiastic and supportive individual.

· Ability to take ownership of and progress issues.

· Ability to work under pressure.

· Ability to work in a team and to support team members.

· Excellent communication and interpersonal skills.

· Ability to build good working relationships with internal and external contacts.

Main duties

· To provide internal technical support for our clients systems including server, desktop and networking infrastructure.

· To complete PC Builds, Installation of Operating Systems and peripherals for internal and external customers

· To liaise with and build strong working relationships with stakeholders

· To be an ambassador for our clients to maintain and enhance the reputation.

· To record all calls to ensure accurate information about the client's systems is maintained and available to other support personnel and account managers.

· Escalate issues in line with guidance.

· To have a flexible approach and attitude.

· To work with other support staff to build knowledge and skills pertinent to the sites supported.

· To comply with all necessary working practices relating to the customer site.

· To build strong relationships with customer account managers.

· To take a proactive approach to customer IT systems to ensure problems are avoided and the longer-term development of the customer IT systems are considered.

· To be able to work autonomously with minimal supervision.

· To be able to manage demanding users on customer sites who have high expectations.

· To be able to communicate technical issues and concepts to a non-technical audience.

· Work together with your Line Manager to develop and enhance your knowledge and skill sets.

· There may be a requirement to provide cover to other customer sites when absence by other engineers dictates.

· Any other relevant tasks commensurate with your position, as directed by your Line Manager or appropriate Company Director.

Behaviors and key Competencies

· Proven abilities to take initiative and be innovative

· Analytical mind with a problem-solving aptitude

· Ability to follow processes

· Positive, enthusiastic and supportive individual

· Ability to take ownership of and progress issues

· Ability to work under pressure

· Ability to work in a team and to support team members.

· Ability to build good working relationships with internal and external contacts.

CRITICAL SUCCESS FACTORS

· Successful attainment of customer SLAs.

· Achieving KPI targets

· Reducing outstanding Service Desk calls

· Reduce the resolution time of customers

· Move to the Left Philosophy

· Continuous Improvement

· Simplification & Automation Focus