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Service Desk Analyst

Location: NOTTINGHAM, NOTTINGHAMSHIRE Salary: 13.00 - 13.00 GBP Per Hour
Sector: Technology Job Type: Temporary
Shift Type: N/A Applications: N/A
Posted: 9 months ago Reference: 3091643
An IT Service Desk Analyst is required for our client based in Nottingham.

You will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.

• Incident Management experience – Managing incidents including business expectations and communication
• User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office 2010
• Experience with using and troubleshooting Outlook 2010/2016 within a network environment (permissions, calendar sharing and delegation)
• Good knowledge of SupportWorks/Service Now
Ability to prioritise, manage and perform under pressure to meet SLA’s.

• An ITIL qualification is preferable but not essential
• MCP certification would be desirable

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone and email
• Maintaining an Asset Database and track changes
• 1st and 2nd line support - troubleshooting of IT related problems from software to hardware, such as iPhones, Laptops, PCs and Printers
• Troubleshoot basic network issues such as ADSL broadband issues
• Log all calls in the Service Desk Call Logging system (SupportWorks, ServiceNow experience is essential).
• To maintain a high degree of customer service
• Publishing support documentation & provide staff training if required
• Good Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• Airwatch account management and provision
• To arrange for external technical support where problems cannot be resolved in house

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