Remote Desktop Support Analyst

Remote Desktop Support Analyst urgently required for a major government funded agency:

Purpose of the role:
As a technical lead for the Service Centre the Service Centre Support Engineer provides technical referral support to the Service Centre Service Desk Agents and End User Support for single user incidents that cannot be resolved by the Service Desk Agents at first point of contact.

A own's single user incidents relating to the remote support of Desktop, Messaging, Wintel and Mobility solutions through to resolution working closely with the Service Desk agents and 3rd level technical teams to execute or facilitate fixes. The Service Centre blends technical capability with high standards of customer service excellence and managing the customers expectations in line with the internal Customer Service Excellence standards is critical to the role.

You will predominantly work from incident queues in HP Service Manager; however it is essential to the role to provide support across the centre to manage ciritcal peaks and meet exceptional service demand. The SCSE will need to demonstrate pro-active customer focused behaviours to support the Service Desk by performing an inbound Service Desk Agent role when required.

Remote Support experience preferably in a Service Centre environment.
Proven customer service skills.

Technical Knowledge:
Essential:
Remote troubleshooting experience & knowledge in most of the following operating systems - NT4, Win2000, WinXP, Novell Netware
Troubleshooting Microsoft Office 2003
Networking knowledge and troubleshooting techniques.
Remote Control and Support Tools
Home working corporate VPN solutions.
Anti Virus software and disinfection techniques.
Lotus Notes
Microsoft Exchange
Outlook 2003
Active Directory/Distributed File System
Virtualised Workstation solutions
File and Print solutions
Corporate mobility solutions - Blackberry/Good for Enterprise