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Service Desk Analyst

Location: DIDCOT, OXFORDSHIRE Salary: 100.00 - 170.00 GBP Per Day
Sector: Technology Job Type: Temporary
Shift Type: N/A Applications: N/A
Posted: 10 months ago Reference: 3076332
I am looking for a Service Desk Analyst for a Government client based in Didcot (Oxfordshire) 

Essential Experience:

-Ideally 2 years’ service desk experience
-Video Conferencing experience
-Great Customer Service
- Good Technical Skills

•Acting as a point of contact for phone calls, emails and drop-ins from staff regarding IT issues and queries Receiving, logging and managing calls from internal staff via telephone and email
•1st and sometimes 2nd line support - troubleshooting of IT related problems to in-house software and hardware; including but not limited to telephones, laptops, tablets, PDA’s, PC/Mac and printers
•Escalating unresolved calls to the relevant support team
•Provide software support for Windows 7, Windows 8 and Windows 10 operating systems and Office 2010/2016
•Install new PCs and re-install/upgrade older PCs using standard procedures.
•Explore new methods and tools for providing support to customers; including SMS, Active Directory, Technet, Visual Studio, internet and search engines.
•Logging all calls in the Service Desk Call Logging system (Footprints)
•Taking ownership of user problems and following up the status of problems on behalf of the user whilst always communicating progress in a timely manner
•Maintaining a high degree of customer service for all support queries and adhering to all service management principles
• Assist in providing stats and MI for the weekly Service Desk reports
•Publishing support documentation to assist staff with requests for information
•Arranging external technical support where problems cannot be resolved in house

Personal Skills and Attributes
•Excellent customer service skills
•Strong interpersonal skills, particularly in communication, team working, motivation and problem solving
•Ability to present technical information in a non-technical manner to users
•Ability to work unsupervised and as an active member of a multi-disciplined and busy team
•Self-motivated and flexible in approach to work
•Ability to work under pressure
•Ability to assess and prioritise tasks in a dynamic environment

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