Servicedesk Analyst

Location: Havant, UK Duration: contract Title: Servicedesk Analyst Job description: · Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users · Route problems to internal 2nd and 3rd level IT support staff. · Coordinate and manage relationships with vendors and support staff that provide hardware / software / network problem resolution. · Administer and provide User account provisioning. · Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's. · Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate · support teams and follow up until closure. · Respond to, and diagnose, problems through discussions with users, including problem recognition, logs, research, isolation, resolution, · and follow-up steps; Provide level 1 remote desktop support and perform other activities based on SOPs · Perform user account management activities · Escalate complex problem to appropriate support specialists · Responsible for activities relating to the evaluation, analysis, and setup of PC-based software products (e.g., word processors, spreadsheets, · presentation graphics, database management systems, electronic mail, and communications) · Troubleshoot client software and basic network connectivity problems · Identify, evaluate and prioritize customer problems and complaints · May train users and operators on a limited basis and/or may write training procedures · Participate in on-going training and departmental development · Routine maintenance updates with other IT staff and business units · Provide all required documentation including standards, configurations and diagrams This job was originally posted as www.totaljobs.com/job/89824102