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Service Desk Analyst

  • Location: Hampshire
  • Salary: £18000.00 - £20000.00 per annum
  • Job type: Permanent
  • Sector: IT & Information Security

Capita IT Resourcing is currently recruiting for a Service Desk Analyst to join our client on a permanent basis. The successful candidate will act as first line support for all IT and telephony related issues raised by staff from multiple businesses within the group, and will have the opportunity to cover the differing internal functions - i.e call logging, first time fixes and more complex investigations. This will allow the candidate to gain a very strong overview of the multiple disciplines of an internal IT Support function within a large FTSE250 company, whilst guaranteeing no two days are the same!

Main Responsibilities:

  • Respond to incoming requests made via a variety of channels (email, web, voice), against thresholds in line with the contracted service levels;
  • Log, categorise and prioritise all 1st level calls according to the agreed SLA;
  • First Time Fix calls where appropriate, to customer satisfaction;
  • Maintain customer service standards by answering all calls promptly, remaining courteous and professional at all times;
  • To contribute to overall achievements of required Service Level by maintaining agreed personal targets. Assist in ensuring SLAs and KPIs are met;
  • Compliance - ensure that you understand and adhere to the client's Security Policies and, where applicable, those of the supported businesses;
  • Good attendance and time-keeping; and any other duties deemed required as part of the day to day role.

Experience/Skills:

Desirable

  • Basic knowledge of Windows Desktop environments (XP/Windows 7, Windows 10)
  • Basic Network knowledge
  • Good understanding of MS Office Products, including O365 Administration
  • Good understanding of different technologies, including telephony
  • Understanding of MS Active Directory User Administration
  • Understanding of ITIL principles

Critical/Essential

  • Ability to work effectively as a member of a team
  • Ability to follow procedures
  • Prior experience of providing 1st Line support within an IT Service Desk environment

If you are interested in the role and would like to apply, please send me your CV for immediate consideration.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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