Job title: 2nd Line Service Desk Analyst
Job Location: Wakefield
Salary: £22,000 – £26,000 – DOE
Other Benefits: 22 days leave, Private medical Insurance, Life Insurance
Industry: Professional Services
Skills: As Below
Qualifications: Any Industry related
Work Hours: 37 hours PW
2nd Line Service Desk Analyst – Wakefield If you have experience as a 2nd Line Service Desk Analyst and are looking for a new challenge, then you should consider this opportunity to work in one of the leading professional service organisations in the sector.
Brief list of role responsibilities: Efficient provision of 2nd Line support to all users – assisting with general computer, systems and software enquiries from other colleagues within the Firm.
Use of business logging tool to both ensure request record tracking and to provide user updates.
Collaborate with the IT Service Desk team and support the IT service delivery strategy with a continued focus on delivering best in class customer service.
Fully own problems up to their successful resolution – researching answers using appropriate available resources when required.
Provide assistance with support call answering if needed.
Maintain a focus on self-development and update the IT knowledge base with new information to help ensure it is kept accurate and up-to-date.
Experience Required As well as exhibiting the highest standards of integrity and being committed to excellence with outstanding customer service and communication skills, we are looking for:
MS Operating System knowledge (Windows 7/10).
MS Office software experience (2010/16/365).
MS Active Directory Experience.
Citrix environment experience.
Prior experience within a busy service desk environment (2+ years) – preferably 2nd line.
Someone who thrives in a team but is also capable and confident when working unsupervised.
An excellent ability to deal with all levels of seniority, both junior, top executive and 3rd.
Ideally a candidate with ITIL Certification.
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