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Current Opportunities.

Service Desk Analyst

London, South East

Software Development

£30,000 - £35,000 per annum

Permanent

Totaljobs/NC/Support

Service Desk Analyst x3

£30,000 - £35,000

West London

A leading ecommerce brand in West London are looking for three Service Desk Analysts to support all users across the business managing telephone and email queries, incidents, or service requests. The Service Desk Analyst will be providing both phone and desk-side assistance for business applications, core device support and operating systems, specifically; desktops, laptops and Apple Mac.

Service Desk Analyst Responsibilities:

•Supporting 3500+ users in an ITIL environment

•Responding to telephone and email incidents, queries and service requests in a professional and courteous manner based on an agreed SLA or OLA

•Logging of all works - ensuring incidents, queries and service requests are logged, prioritised, tracked and resolved within predefined Service Levels

•Operating in a flexible mode – being able to seamlessly switch between a telephone/desk-side role as and when required

•Dealing with and communicating escalations accordingly.

•Maintaining and growing relationships across immediate team and wider IT teams to ensure collaborative approach to resolve customer requests as soon as possible.

•Ensuring consistent and concise communications in written and verbal form at all times adhering to templates where available e.g. P1 announcements, software upgrades, service outages.

•Coaching others through various tasks where required by way of shadowing, knowledge transfer or “buddy system”. The stance exists for new or developing staff as guided by line management

Service Desk Analyst Technical Skills:

•Windows and Mac Experience

•Active Directory

•SCCM

•Cisco Unified Communication Solutions

•Adobe Creative Cloud Suite

Service Desk Analyst x3

£30,000 - £35,000

West London

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