Job Title: IT Service Desk Analyst
Location: Onsite at Worthing, Sussex
Salary: £26-29K, depending on experience + Benefits
Start date: ASAP
Standard hours: Mon-Fri 40 hours per week, between 8am-6pm, 8 hours per day.
Company:
We are assisting a successful IT services company who are searching for an IT Service Desk Analyst / 1st and 2nd Line Support Analyst who is comfortable supporting users with technical issues within an ITIL Framework.
Main Duties:
1. Liaise with customers via phone, remote sessions, video conferencing and email to assist with 1st and 2nd line IT issues, working in accordance to SLA's, quality standards and ITIL best practices
2. Hardware and software support for laptops and desktops, including onsite laptop repairs
3. Provide remote support on Printer, Wi-Fi and Interactive Audio-Visual equipment
4. Provide 1st line support and triage tickets to 2nd & 3rd line support teams
5. Liaise with 3rd party suppliers as required
6. Complete online and email ticket requests with a high level of diligence
7. Respond to user requests and assist and teach users where appropriate
8. Perform troubleshooting and fault diagnostics
9. Perform basic IT system administration tasks and ensure end user documentation is up to date