Malom
Level 1 Service Desk Analyst
Job Location
Hillingdon, United Kingdom
Job Description
Level 1 Service Desk Analyst
Responsibilities
To take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal.
Must be self-motivated with excellent customer service and liaison skills
To be proactive and "own" calls residing on the Service Desk
Drive/manage calls to resolution within SLA
Act as a first line escalation point (for immediate issues) and refer more complex issues
Liaise with customers and 3rd Parties as and when required
Develop content in Knowledge Base
Pro-actively resolve issues with service calls, escalating when required via structured process.
Ability to mentor and instil best practices in others in terms of ticket management and customer care.
Experience/Knowledge.
* Excellent communicator both written and verbally
* The ability to work well alone and under pressure
* Previous experience of Wintel environment
* Analytical Skills and demonstrable logical thought process
* Clear and professional telephone manner
* Previous Service/Help Desk experience MS Office Suite (to include up to Office 365), Internet, email (Outlook - Exchange/ Google mail), fault diagnosis, AD, AAD, Citrix & RDS
* Assist with assignment of calls
* Assist with call queues.
* Basic Hardware knowledge (HP platforms)
* Build knowledge of Bespoke Business Apps
* Wintel knowledge (Win 10/11, Windows Server 2008/16)
* Basic Networking knowledge and understanding of VPNs
* Call ownership and monitoring
* Basic Exchange Administration
* Assist with Tablet Devices issues
* Assist with Mobile Device issues
* Working knowledge of Google Apps and MS Office 365
* Knowledge of ITIL practices and processes
Preferred Qualifications/Experience/Skills;
* MCITP Windows Server/Workstation Administration
* Microsoft Office Specialist (to include MS Azure and O365)
* ITIL Service Management Foundation
* O365 / Azure portals
* Smartphones
Location: Hillingdon, GB
Posted Date: 10/1/2024
Responsibilities
To take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal.
Must be self-motivated with excellent customer service and liaison skills
To be proactive and "own" calls residing on the Service Desk
Drive/manage calls to resolution within SLA
Act as a first line escalation point (for immediate issues) and refer more complex issues
Liaise with customers and 3rd Parties as and when required
Develop content in Knowledge Base
Pro-actively resolve issues with service calls, escalating when required via structured process.
Ability to mentor and instil best practices in others in terms of ticket management and customer care.
Experience/Knowledge.
* Excellent communicator both written and verbally
* The ability to work well alone and under pressure
* Previous experience of Wintel environment
* Analytical Skills and demonstrable logical thought process
* Clear and professional telephone manner
* Previous Service/Help Desk experience MS Office Suite (to include up to Office 365), Internet, email (Outlook - Exchange/ Google mail), fault diagnosis, AD, AAD, Citrix & RDS
* Assist with assignment of calls
* Assist with call queues.
* Basic Hardware knowledge (HP platforms)
* Build knowledge of Bespoke Business Apps
* Wintel knowledge (Win 10/11, Windows Server 2008/16)
* Basic Networking knowledge and understanding of VPNs
* Call ownership and monitoring
* Basic Exchange Administration
* Assist with Tablet Devices issues
* Assist with Mobile Device issues
* Working knowledge of Google Apps and MS Office 365
* Knowledge of ITIL practices and processes
Preferred Qualifications/Experience/Skills;
* MCITP Windows Server/Workstation Administration
* Microsoft Office Specialist (to include MS Azure and O365)
* ITIL Service Management Foundation
* O365 / Azure portals
* Smartphones
Location: Hillingdon, GB
Posted Date: 10/1/2024
Contact Information
| Contact | Human Resources Malom |
|---|