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Be IT Resourcing Ltd
,
Farnborough, Hampshire
Service Desk Analyst
Overview
Service Desk Analyst - Farnborough, Hampshire 6 Month Contract £20 per hour Applicants must be SC Cleared My client is looking for a contractor to join their team in Farnborough. The Desktop Support team are responsible for providing 2nd line day to day desktop support plus supporting their remote users based around the UK; ensuring problems are handled in a timely and efficient manner, whilst maintaining high customer service standards. Role responsibilities of the Service Desk Analyst: Investigating issues logged by users on the helpdesk using ServiceNow Ensure the end user is updated with progress via the appropriate communication method and the helpdesk tickets are furnished with notes / progress. Ensure helpdesk tickets are prioritised based on business impact and are dealt with in a timely fashion. Escalate support incidents when necessary and in a timely and consistent fashion. Identify common issues and investigate / implement long term fixes, rather than piecemeal workarounds. Ensuring that standards and procedures are followed. Perform user account management as part of the starter / leaver process Perform account creation and suspension tasks as required; ensuring that standards and procedures are followed. Contribution to central Desktop Services documentation and information repository Support and assist with projects when called upon Ensure software licensing policies are always followed. Liaise with the Asset Manager to ensure correct asset registration and assist in stock control Essential skills & experience required for the Desktop Support Engineer: Must hold active SC clearance Windows Desktop Operating System Active Directory Basic Networking / TCP IP / Broadband Setup Provide support for remote users including the use of ISPs, VPN and personal firewall software Remote Desktop Endpoint encryption and protection Microsoft Office Skype Enterprise Voice Virtualisation Technologies Mobile Telephony Support Calls Help desk Onsite & Remote Support PC imaging and Setup for New Users Daily Checks Dynamic and flexible "can-do" attitude Some travel to support remote offices Essential experience required: Able to demonstrate analytical and creative problem-solving skills with the ability to identify root cause and implement controlled changes Experience in a technical support role, ideally second line / customer-facing Experience in communications and interfacing peripherals to computer hardware Excellent communication skills, both spoken and written Proven ability to learn about new and complex products and services quickly Ability to produce clear, concise, technical reports including the ability to update and maintain written processes and procedures Proven team player This job was originally posted as www.totaljobs.com/job/89758043