Top Job Recruitment are looking for a Service Desk Analyst for a company based in Colchester Town.

Service Desk Analyst Job Role

• 1st line support answering up to 40+ technical supports 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

Service Desk Analyst Skills Required

• Good working knowledge of desktop/laptop/mobile / Telephony systems :
• Desktop/Laptop O/S: Windows 10 & 11, MAC OSX
• Mobile OS: Apple iOS, Android, Windows Mobile
• Telephony Systems – Cisco hardware and Webex
• All Microsoft Office 2016 and 365 applications.
• Desktop/desk phone / laptop hardware, printers and MFD troubleshooting and diagnostics.
• Preferable Windows 2008/2012 Active directory and group policy knowledge.
• Knowledge of IT Service Desk and call logging environment or IT NVQ, Comp-TIA, MCDST, SDA or equivalent qualifications would be an advantage.
• Effective Communication - Communicate relevant information effectively.
• Commerciality & Technicality - Demonstrate a good level of technical and professional skills in job-related areas.
• Bring out the best in people - Support coaching activities in order to improve performance and maximise.
• Team Worker - Contribute ideas and share information within and across work groups.
• Customer Focus - Respond promptly to customer requests for information and/or assistance, confirm/clarify understanding of customer requests/issues and seek for advice when appropriate.
• Innovates for Success - Helps implement new ideas and solutions and make suggestions voluntarily.
• Delivers Results - Demonstrate a clear focus on quality and speed of response.
• GDPR - Understanding of best practices and competence in line with current guidelines.
• Embraces change
• Excellent customer service skills
• Flexible approach to working hours.
• Offers a 5 star service

It’s Monday to Friday at their head office in Colchester Town, and a rotating shift pattern of:

Week 1: 08.30 – 17.00

Week 2: 09.30 – 18.00

Apply now for the chance to kickstart your IT career and if you are suitable, you will be contacted!

Job Types: Full-time, Permanent

Pay: £22,308.00 per year