My client; a leading European IT Consulting Company currently has an excellent opportunity for a Service Desk Analyst. This is a permanent position to be based in South Yorkshire. Due to the nature of the Service desk you will be supporting you will be working on an alternating shift pattern which means your hours will either start at 07:30am or end at 18:00pm. You will also be required to do a Saturday shift one in 6/7 weekends. The hours for this are 08:00am – 13:00pm.

The purpose of your role is to act as single point of contact for service desk issues as part of a team of analysts. The team provides support to 1000+ users. The objective of this role is to provide IT support to all business users, logging incidents in the Service Desk Incident Management Tool then diagnosing and managing these incidents to resolution, in adherence with strict Service Level Agreements (SLA's).

Your duties will include:

•End to end Incident management of all reported incidents through to resolution. Responsible for answering all calls to the Service Desk within the SLA response times. Recording all incident details and resolution activity into the Service Desk tool.
•Provide root cause analysis and troubleshooting ensuring that all data is accurate and up to date.
•Providing a high level of first time fix (over 75%) for all incidents.
•Escalating incidents where SLA timescales are reached.
•Ensuring regular communications updates are provided to the customer.
•Pro-active system and server monitoring.
•Contributing to the development and maintenance of scripts with the Service Desk tool out of hours key system administration.
•Production of standard and ad-hoc Service Reports required for the Service Desk Manager.
•Adherence to company procedures, working practices and department specific processes.

Your technical skills must include:

•Service Desk experience, ideally in a multi tiered enterprise environment supporting at least 4000 users.
•At least 1 years Wintel experience in the following: Active Directory, Microsoft Exchange and Citrix Management.
•Thorough understanding of the following technical disciplines: Windows NT/XP/2003, Microsoft Office 2003.
•Exposure to Laptop, Desktop, printer hardware support also Checkpoint VPN, PDA's and Network comms equipment.
•Able to demonstrate a methodical approach to problem solving and troubleshooting. Excellent communication, interpersonal and customer service skills with a customer focused attitude and desire to provide continual service improvements.
•Previous experience of using Service Desk Tools, including scripts and SLA monitoring.

This is an exciting opportunity for you to join a global market leader who is offering a competitive salary package; (up to £23,000) plus benefits including; Pension scheme, private medical health care and 25 days paid holiday per annum.

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