IT Service Desk Analyst

Overview

Endeavour Recruitment has a fantastic opportunity available for an IT Service Desk Analyst to work for a Law firm in Central London.

A successful candidate will be the first point of contact for all user IT related issues, answering incoming calls, emails, self-serve calls and handling them within agreed KPIs to ensure that the Service Desk delivers a service in line with agreed SLA's, whilst maintaining a high level of Customer Service at all times.

Responsibilities

• Be the first point of contact for user IT issues and incidents
• Log and take ownership of calls
• Provide clear and concise updates, keeping users informed
• Handle calls within agreed KPIs to support SLA compliance
• Work in a busy Service Desk/Desktop Support environment
• Collaborate with team members to ensure effective issue resolution

Qualifications

• Experience of working in a busy Service Desk/Desktop Support environment
• Customer-focused approach
• Experience of logging and owning calls
• Experience in a mixed-platform environment
• Knowledge of Microsoft operating systems; Windows 7, Microsoft Office 2010, Exchange 2010
• Active Directory familiarity
• Remote tools (VNC, SCCM, TeamViewer), hardware setup, software installations/configuration, MFD management

Personal attributes

• Self-motivated and directed
• Proven analytical and problem-solving abilities
• Team player
• Knowledge of Support works or similar Service Management tool