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3rd Line Service Desk Analyst

Location: SALISBURY, WILTSHIRE Salary: 27000 - 30000 GBP Per Annum, inc benefits
Sector: Technology Job Type: Contract
Shift Type: N/A Applications: N/A
Posted: 6 months ago Reference: 3046990
Job Purpose/Summary:

This is an exceptional opportunity for an Individual with strong experience working within a Service orientated Service Desk environment with a solid understanding of Windows and Citrix Platforms.

The Individual will be responsible for working within the Service Desk team assisting the current first and 2nd line teams, managing day to day support issues, but with the experience and responsibility to resolve complex Incidents and Problems.

Main Accountabilities/Purpose

Provide 3rd line technical support
• Support users remotely as well as an expectation to cover onsite support across different sites
• Implementation of an automated build platform utilising WDS
• Provide exceptional Service Support and Customer Service to the Business, via Deskside Support, Email and Telephone
• Escalate more complex calls to Infrastructure support
• Produce Trend Analysis reports
• Specialist for all apps, infrastructure

Skills and knowledge of 3rd Line Support Analyst

• Flexible, pro-active approach as a proven self-starter
• Experience of automated build, WDS, MDT & WSUS
• Team player who can work under their own initiative to complete tasks in a timely manner
• Ability to work on individual projects against set targets
• ‘Hands on’ approach and a willingness to take ownership of issues until resolved
• Extensive knowledge of managing Active Directory
• Microsoft Exchange experience
• Citrix Administration Experience
• Good working knowledge of Citrix, Microsoft based operating systems and MS Office
• Experience in implementing centralised automated toolsets for local and remote desktop management
• Developing automated laptop \ desktop build
• General Local Network administration and troubleshooting, TCP/IP and WAN/ LAN /Wi-Fi
• Experience using \ configuring follow me printing or similar
• ITIL Certified

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