Service Desk Engineer

The IT Service Desk Analyst will provide first and second line technical support.

The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of Incidents, Service Requests, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

MAIN RESPONSIBILITIES:

- Act as a single point of contact for phone calls, tickets from staff regarding IT issues and queries
- 1st and 2nd line support - troubleshooting of IT related Incidents from in-house software to hardware, such as Laptops, PCs and Printers, mobile phones
- Resolve incidents based on 2nd/3rd line of support (including vendors) coordination
- Handling of end user service requests from reception until closure
- Escalate unresolved calls to the relevant Resolver Group
- Take ownership of user Incidents and follow up the status of Incidents on behalf of the user and communicate progress in a timely manner
- To maintain a high degree of customer service for all support queries and adhere to all service management principles
- Provide stats for the weekly Service Desk report on call trends
- Publishing support documentation to assist staff with requests for information
- Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
- Experience with Microsoft Exchange Server management
- To arrange for external technical support where Incidents cannot be resolved in house
- Maintaining an Asset Database and track changes
- Support the Problem Management process by providing input for problem tickets, based on occurred incidents.
- Supports the Configuration Management process by updating CMDB based on incidents.
- Support the Change Management process by controlling final execution of all Planned Changes to minimize service disruption
- Report on relevant KPI's in relationship to the agreed levels.

REQUIREMENTS:

- Excellent communication skills
- Incident Management experience - Managing incidents including business expectations and communication
- Basic User & Security Group Active Directory administration
- Strong knowledge of Microsoft based operating systems and applications
- You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
- Analytical thinking and task performing
- Excellent organisational skills
- Experience with IT/CT/ICT operations and maintenance support is a plus
- Experience with ITIL service management or other standard IT practices are considered a plus
- Computer knowledge: good knowledge of Windows operating systems, Microsoft Office suites. Active Directory and SharePoint knowledge are considered a plus.

Please send your CV to (see below)