Level 1 Service Desk Analyst
Responsibilities
To take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal.
Must be self-motivated with excellent customer service and liaison skills
To be proactive and "own" calls residing on the Service Desk
Drive/manage calls to resolution within SLA
Act as a first line escalation point (for immediate issues) and refer more complex issues
Liaise with customers and 3rd Parties as and when required
Develop content in Knowledge Base
Pro-actively resolve issues with service calls, escalating when required via structured process.
Ability to mentor and instil best practices in others in terms of ticket management and customer care.
Experience/Knowledge.
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Excellent communicator both written and verbally
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The ability to work well alone and under pressure
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Previous experience of Wintel environment
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Analytical Skills and demonstrable logical thought process
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Clear and professional telephone manner
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Previous Service/Help Desk experience MS Office Suite (to include up to Office 365), Internet, email (Outlook - Exchange/ Google mail), fault diagnosis, AD, AAD, Citrix & RDS
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Assist with assignment of calls
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Assist with call queues.
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Basic Hardware knowledge (HP platforms)
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Build knowledge of Bespoke Business Apps
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Wintel knowledge (Win 10/11, Windows Server 2008/16)
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Basic Networking knowledge and understanding of VPNs
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Call ownership and monitoring
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Basic Exchange Administration
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Assist with Tablet Devices issues
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Assist with Mobile Device issues
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Working knowledge of Google Apps and MS Office 365
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Knowledge of ITIL practices and processes
Preferred Qualifications/Experience/Skills;
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MCITP Windows Server/Workstation Administration
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Microsoft Office Specialist (to include MS Azure and O365)
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ITIL Service Management Foundation
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O365 / Azure portals
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Smartphones