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Service Desk Analyst

Location Durham
Contract Type Permanent
Hours Full time

Role description

Provide Service Desk support for all internal users on desktop and application services.

Key responsibilities:

  • Act as first point of contact regarding IT issues and queries.
  • Manage service requests, incidents and problems through our Service Desk Tool in adherence to ITIL Processes.
  • Provide support and advice to internal users for desktop & application services so that incidents and requests are triaged, diagnosed and resolved as quickly as possible.
  • Utilisation of proactive management to ensure maximum service availability.
  • Ensuring documentation is accurate.
  • Work with other teams/departments as required.

Key Performance Indicators

  • Time-to-fix/Resolution times
  • Ensure High Service Availability
  • Manage Service Availability via monitoring
  • Incident triage and technical handover of issues to development team(s)
  • SLA Adherence
  • Vendor Management (technical)

Essential Capabilities/experience

  • 2 years IT Service Desk experience
  • ITIL v3 related qualifications;
  • Service-oriented and committed
  • Effective communicator
  • Ability to deliver a high level of quality and customer experience
  • Ability to multi-task
  • Engaged, creative, determined and responsible
  • A team player and contribute to knowledge transfer and competence development
  • Curious and fast learner, particularly with regards to new technologies
  • Good written, oral and interpersonal communication skills
  • Ability to work under pressure and tight timescales

Desired Capabilities/Experience

  • Knowledge of and experience with ITIL processes
  • Good technical expertise in several disciplines: Google Cloud Platform or similar, Active Directory, Office 365,, Windows server, Windows 7, 8.1 & 10, Citrix, RDS, Exchange, TCP / IP, WIFI /
  • Knowledge of Service Desk operations and Service-Now (ITSM tool)
  • Certifications from i.e. ITIL, Microsoft, Citrix, Cisco
  • Google Drive & SharePoint

How do I apply?

Email your application to

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