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SDR, 2 x Service Desk Analyst – 2nd Line IT Support

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Salary: £26,000 to £30,000 benefits

Location: Hemel Hempstead

To apply click here to send us your CV and cover letter >>

Please reference the job title and location in the subject of your email

Are you an experienced Service Desk Analyst / IT Support Analyst looking for new challenges, huge learning opportunities and a definite career path within an organisation that understands YOU are its most important asset? My client is an established and expanding Managed Services Provider looking for two new SDAs to join its busy service desk. 

On offer is the opportunity to employ and develop your existing diagnostic skills and excellent communication abilities as you apply your proven talent to solve technical problems and think on your feet. You will be helping to develop the first line team and will be on a trajectory to 3rd line. Your focus will be restoring normal service as quickly as possible – fixing technical faults, fulfilling service requests or answering queries. There may also be some project based work

Key Responsibilities:

  • 2nd line support for all incidents and requests logged by users
  • Assisting the 1st Line support team with problem diagnosis and fault resolution;
  • Providing 1st and 2nd Line support for both client and internal incidents and service requests;
  • Acting as a single point of contact for all users of IT;
  • Logging all incidents and service requests, categorising and prioritising them;
  • Managing the lifecycle of incidents and requests
  • Informing users of incident progress, impending changes and service outages;
  • Supporting users via phone, remote control and site visits;
  • Be willing to undertake further training and certifications
  • Keep up to date with current and future technologies
  • Continually seeking opportunities to increase customer satisfaction and deepen customer relationships;

Essential skills/qualifications

  • Proven experience working as a 2nd Line Service Desk Analyst.
  • Excellent interpersonal and communication skills in a customer service environment
  • Skill in planning and preparing written communications;
  • Ability to multi-task and adapt to changes quickly;
  • Understanding of support tools, techniques, and how technology is used to provide IT services;
  • Be self-motivated with the ability to work in a fast moving environment
  • Hold a minimum of one Microsoft qualification such as MCP, MCTS etc.;
  • Hold at least one relevant IT qualification such as CompTIA A+ Essentials, CompTIA A+ Practical Application, Cisco CCNA;
  • Knowledge of the following technologies
    • Windows XP, Windows 7;
    • Office 2007, 2010;
    • Active Directory administration;
    • Microsoft Exchange administration;
    • Networking.

Desirable skills/knowledge:

  • Windows Server 2008, 2012;
  • WDS and MDT;
  • Group Policy;
  • Security;
  • Scripting.

Please send your CV for review at the earliest opportunity. Every application received is personally reviewed by our team and we not use automated screening tools.

Please reference the job title and location in the subject of your email. To apply click here to send us your CV and cover letter >>


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