2nd Line Service Desk Analysts are required by my prestigious retail client based in London.
The 2nd Line Service Desk Analysts will form part of the team responsible for customer support, service and technical support through analysis and problem resolution through a variety of software and hardware technologies using remote tools, in person or through the phone.
The 2nd Line Service Desk Analyst will be responsible for:
Using ticket management system to accurately log and track issues and communicate with customers Supporting the service desk team to ensure IT calls are logged, progressed and resolved in a timely manner Owning tickets from logging to resolution Providing end user support in a Windows based environment Taking calls, providing remote support via LogMeIn and dealing with non technical customers and executives Developing the IT knowledge base Triaging any incidents within the helpdesk queue Providing updates to users on tickets logged and in progress.
Skills required for the 2nd Line Service Desk Analyst include:
Excellent 2nd line Service Desk experience Strong knowledge of Windows, Active Directory, MS Exchange Office 365, Servers and SCCM Ability to own issues from logging to resolution Excellent communication and customer service skills Articulate, punctual and well presented Experience supporting Apple including Macs, OS X, iPads and iPhones would be advantageous
This is an excellent opportunity for the right candidate to develop their skills in an exciting and fast paced environment
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