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Service Desk Analyst

Job Reference: JSRSSDASUR11/AD

Salary: £24000 - £26000 Per Annum Brilliant Benefits

Salary per: Annum

Job Duration:

Vacancy Posted: 21-11-2018

Contract Type: Permanent

Location: England, Guildford, Surrey

Service Desk Analyst

Our client, a leader in their industry and have won many employment awards for their professional working culture, supported by their close-knit working philosophy is looking for an experienced Service Desk Analyst to join their team based near Guildford, on a permanent basis.

The Service Desk Analyst will have experience working in a fast paced Service Desk environment and can adapt to changing priorities quickly. They will have proven customer service skills as well as the technical skills which will aid in the development of the Service Desk.

Service Desk Analyst – Key Skills:

* Knowledge of working to standards/frameworks (ITIL/ISO)
* Working knowledge of an ITSM tool
* At least 4 years’ experience of working in a Service Desk environment
* High level of problem solving/troubleshooting skills
* Working knowledge of Windows 7/10
* Working knowledge of Active Directory within a Windows environment
* CompTIA A+ certification or relevant knowledge
* Proficient Active Directory administrator skills, including creating accounts and group membership
* Proven troubleshooting skills for network/Wifi faults
* Proven troubleshooting skills for VOIP Telephony systems
* Working knowledge of Microsoft technologies, including Word, Excel and Office 365

Service Desk Analyst – Responsibilities:

* The Service Desk covers from 08:00 – 17:30 Monday to Friday and 09:00 – 13:00 Saturday. The analyst shift will cover an 8.5 hour period from Monday to Friday with a 1 hour lunch break, and will cover 09:00 – 13:00 on a Saturday on a rotating basis with the other team members
* Provide high quality customer focused internal IT support for our staff (refer to as our customers/internal customers
* Ensuring all IT incidents and requests are logged on our ITSM tool and that all tickets are co-ordinated, monitored, escalated as required and resolved to the customer’s satisfaction, within an ITIL driven environment
* Ensure that the ticket quality is of a very high standards
* Ensure that there is high availability on the Service Desk for customers to be able to engage with the IT department when they need support in line with agreed KPI’s
* Provide a high level of technical expertise to our internal customers when required, ensuring the Service Desk first contact fix rate is in line with agreed KPI’s
* Demonstrate a high level of problems solving and troubleshooting skills with each and every ticket you work on, documenting your work within the ticket system
* Create and maintain good working relationships between our internal support teams, development and business departments, third party suppliers and customers

Service Desk Analyst – Benefits:

* Award winning employer
* Training and development
* Annual Leave
* On-site café
* Pension scheme
* Discount vouchers

Service Desk Analyst

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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Proactive Appointments Limited take our obligations to protect your personal data very seriously. Any information you provide to us as part of your application for this vacancy will only be processed as detailed in our Privacy Notice. If you have any questions or would like further information please email

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