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  • Job reference: RMS0000322

Service Desk Analyst

  • Sector: IT
  • Location: Warrington, Cheshire
  • Job type: Permanent
  • Date posted: 11/07/2018
  • Duration: permanent
We're sorry this position has now been filled.

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We are currently recruiting for a Service Desk Analyst to join our team, reporting directly to the Service Desk Team Leader.

The main focus of this role is to provide support & assistance to a range of customers both internal & external operating across a global 24/7 business. You will provide first and second line support, logging all requests received and ensuring resolution in the most efficient and effective way possible.
The successful candidate will require an aptitude for working with and helping a wide range of business users who utilise different services, by undertaking analysis, diagnosis and resolution of problems.

* Receiving, logging and managing support requests from global users
* Maintain a high degree of customer service for all service queries
* Adhere to all service level agreements (SLA's)
* Take ownership and communicate progress in a timely manner
* Create and maintain support documentation/systems effectively
* Help introduce and deliver established industry standards across the service delivery and change arena e.g. ITIL framework
* Escalate issues when required
* Setting up meeting rooms for audio/video conferences where required
* Maintenance, installations and relocations of IT hardware
* Administration of user management & troubleshooting software and hardware issues
* Shift-work or out of hours cover when required by the business
* Some travel to UK or overseas offices may be required

Qualifications & Key Attributes
* A Level or equivalent education preferred
* ITIL Foundation or worked in an ITIL environment
* Experience of supporting a wide range of business users
* Experience of using a global service desk tool
* Familiarity with the Microsoft Dynamics systems preferred
* Excellent customer service and communication skills
* First-rate problem solving skills and a high attention to detail
* Able to demonstrate previous ownership & accountability of assigned work tasks
* Results driven, comfortable working within a fast-paced environment and working to tight deadlines
* Hardware Skills - PC's, Printers, Telephones and Networking
* Software Skills - Windows 7, 8 and 10/Citrix Xenapp/Microsoft Office 2013 / Office 365

About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.

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