JOB TITLE: IT Service Desk Analyst


Industry : IT & Telecoms Job Location : Northampton
Job Reference : 6783 Job Category : IT
Employment Type : Permanent Posted : 17/06/2010
 
Salary & Benefits : £20000 per annum + On Call Allowance
 
Experience Required : See Job Description
 
Education Required : See Job Description



Please note you must be permitted to work in the EC to apply for this job.

Job Summary

IT Service Desk analyst required to work for this national company based in Northampton. You should have a good all round desktop support background along with a knowledge of PC hardware set up and support.


Job Description

IT Service Desk analyst required to work for this national company based in Northampton. You should have a good all round Microsoft desktop support background along with a knowledge of PC hardware set up and support.

DUTIES AND RESPONSIBILITIES

* To provide technical support; answering support queries via phone, email and web.
* Respond to Call within agreed SLA
* Have full ownership of incoming calls
* Target 80% first time fix
* Escalate any calls to relevant teams if exceeding knowledge
* To maintain a high degree of customer service for all support queries and adhere to all service management principles - ITIL.
* To take ownership of user problems and be proactive when dealing with user issues.
* To log all calls on the internal logging system.
* Respond to enquiries from clients and help them resolve any hardware or software problems.
* Maintain a log of any software or hardware problems detected.
* Support users in the use of Computer equipment by providing advice and escalating necessary training to the training department.
* To arrange for external technical support where problems cannot be resolved in house.

SKILLS / ATTRIBUTES REQUIRED

* Team player is essential.
* Previous Service Desk (telephone support) experience.
* Excellent telephone manner.
* Experience of using call logging software.
* Strong knowledge of Microsoft based operating systems: XP, Vista and 7.
* Experience with using and troubleshooting Microsoft Office with emphasis on MS Word, MS Excel, MS Outlook and MS PowerPoint.
* Sound understanding of PC hardware set-up and configuration.
* Basic understanding of Network principles.
* ITIL V3 Foundation Certification.
* MCP certification or equivalent would be desirable.
* The ability to learn bespoke software.
* Excellent troubleshooting ability.

This role will cover the hours between 8am to 6pm on a shift rota basis (Monday to Friday for 37.5 hours) so you should be flexible to join this rota, and also the on call emergency out of hours rota for IT support (On call allowance will be paid).

Bluefire Consulting is an employment business acting on behalf of a client company.


Job Keywords

Helpdesk, Service Desk



Bluefire Consulting is an equal opportunities Employment Business/Agency specialising in IT recruitment on a UK wide basis.

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