Job Type: Permanent
Job ID: 165267
Our client is a market leader provider of accident services to motorists. They are looking to recruit a service desk analyst to support their growing IT operation. The ideal candidate should hold at least an ITIL Foundation certificate.
Handle telephone calls and email service requests made to the IT Department.
Respond to user requests for changes and information, and carry out first line issue resolution.
Accurately log all requests and issues in the IT Service Management tool, allocating to appropriate resources where unable to resolve.
When necessary log service calls with third party support providers and liaise regarding resolution.
Provide customers with timely updates on open issues, incidents and requests, and maintain accurate records.
Undertake user management tasks including creating, modifying and deleting user accounts.
Maintain accurate records in a range of administrative tools including; MSActiveDirectory and MSExchange
Request quotes from approved suppliers to fulfil user requests and raise appropriate purchasing requisitions.
Undertake all activities to agreed SLAs.
Develop a good understanding of the technologies and tools supported through self-study, experience and training.
Actively promote process improvement changes and best practice adoption.
Be aware of best practice IT Security, highlighting any discrepancies.
At all times reflect the IT Department as a service provider, supporting and helping the business to achieve its aims.
Good standard of education
High degree of IT literacy
Good telephone manner
Good verbal and written communication
Ability to multitask and work under pressure
Good Customer Service
PC and thin client desktop hardware
Windows Operating Systems
MS Active Directory
MS Office Products
MS Terminal Services
Avaya VOIP telephony
MacAfee endpoint protection
iPhone, iPad and Windows Phone
Knowledge of ISO27001
Knowledge of PCI DSS
Full UK or EU Driving Licence