Service Desk Analyst

Prosource.it is a managed IT services provider focusing on infrastructure, operational and project requirements across the corporate enterprise market. We have a workforce of staff and contractors worldwide and 2012 will be the Company's eighth successive year of growth during which time it has grown by more than 900%, while still retaining its focus on both customer and internal quality.

To support our growth we are looking to recruit a confident, customer focussed and self- motivating SERVICE DESK ANALYST who possesses a proactive, positive and can-do attitude to work in Newcastle on a contract basis. Candidates must have good interpersonal skills and be confident communicators with an excellent telephone manner as there will be extensive contact with customers. You must have a flexible approach and be willing and able to work between the hours of 8am and 6pm, Monday to Friday. You may occasionally be required to work outside of these hours to support key IT projects and business activities but these are usually planned in advance. It is ESSENTIAL that you are familiar with using remote support tools and service management systems to manage requests and incidents, spot problems and trends. You will be expected to follow agreed best practice processes and deliver within service targets.

In addition, candidates should possess the following skills and experience;

- Provision of Helpdesk support in an enterprise environment
- Supporting remote users
- Resolving 1st line hardware and software issues
- Creating and maintaining self-help documents
- Working with call logging systems, tracking and maintaining call statuses
- Ability to work under pressure independently or as part of a team
- Excellent interpersonal, customer service and communication skills
- Excellent analysis and triage skills
- The patience and confidence to deal with demanding customers
- Ability to explain technical concepts in layman terms
- Strong attention to detail
- Supporting Microsoft Operating Systems, Active Directory, Citrix & Microsoft Office Suite, Outlook, IE
- Managing users and computers in a networked environment, installing hardware and software
- Supporting IP telephony and Blackberry's

It would be beneficial for candidates to possess ITIL Foundation and/or have experience of working within an environment which has adopted ITIL methodology.

Please note that Prosource.it is unable to employ anyone who does not have the legal right to live and work in the UK. All candidates that take part in our recruitment process are required to provide the necessary right to work information and documentation.

Prosource.it has won awards for Best Small Companies to Work for two years, as well as wining additional industry awards for business growth, outstanding employer, and entrepreneurship. Our global office presence extends from Aberdeen and London in the UK to Houston, Calgary and Dubai.