We are currently recruiting for an IT Service Desk Analyst for a large organisation in Colchester Town on a Temporary to Permanent basis. If you are a whizz at Technology and looking for a step in to an IT career this could be the role for you!

Main purpose of the role:

The IT Service Desk team answer day to day support calls from users within our network of branches across the UK. Analysts are responsible for all customer contact providing a 5 star service on all support on technical queries via phone calls, email and face to face. The Service Desk team diagnose and resolve issues via remote access to all group IT desktop/laptops and telephony systems and provide support for all IT related equipment.

Activities / Main Duties:

· 1st line support answering up to 40+ technical and telecoms support calls daily, delivering pro-active support across the group.

· Investigating and troubleshooting both IT technical problems and Telecommunications faults.

· Logging of all calls within our SysAid ticket management software and using the system to provide accurate classification of incidents and requests.

· Recording solutions within our incident management system and maximising the effectiveness of the system and IT support function.

· Management and Ownership of internally escalated support tickets within SysAid to 2nd line support, Infrastructure and external referrals.

· Working within given SLA’s maintaining a good quality of service across the group.

· Assisting staff using remote support software to diagnose and fix all IT related issues. Providing desktop support to all group services departments.

· Management of Active Directory user accounts.

Salary: £20,000 per annum

Working Hours: Monday to Friday (Office Based)

Don’t delay apply now and we will be in touch with the next steps!