IT Service Desk Analyst

Placed: 27/11/17
Region: West Sussex
Location: Haywards Heath
Category: Jobs


Content of the advertisement:

A super opportunity has arisen for an experienced IT Service Desk person to assist our well known local client on a temporary basis for approximately 3-4 months starting asap. Our client is based around a two minute walk from Haywards Heath station.

Main Duties:

Log, analyse, triage and prioritise all IT incidents, problems and changes received via all communication channels into the team
Ensure that systems/ applications / services in own area run and meet business Service Level Agreement (SLA) targets
Analyse incident, problem and change data to identify the underlying causes and propose resolutions via Service Improvement Plans
Assist with covering the supported hours via the desk and phone
Troubleshoot and manage the configuration of the existing technical capabilities to ensure that business requirements are met
Manage, support and co-ordinate on post release critical issues through to successful resolution, working with all parties concerned, including communication to key stakeholders
Provide software support by resolving business users queries in their daily use of any supported software
Produce any necessary supporting documentation to enable technicians, developers and suppliers to develop extensions to existing or new technical capability
To ensure compliance with company and other relevant standards/ regulations at all times
Support and co-ordinate on post release critical issues through to successful resolution, working with all parties concerned, including communication to key stakeholders
To ensure compliance with company and other relevant standards/ regulations at all times (including (TCF)
Record and classify received incidents and undertake an immediate effort in order to restore a failed IT service as quickly as possible
Provide first-line investigation and diagnosis of all incidents and service requests
Verify resolution with users and resolve incidents in ITSM tool
Escalate incidents at risk of breaching SLA to team leader
Owns all incidents and service requests throughout the lifecycle
Keep users informed about their incidents status at agreed intervals

Skills:

Excellent communication skills, both verbal and written Good technical skills
People management skills
Good time management and organisation skills
Problem solving skills with the ability to adopt a logical approach to solving problems
Excellent technical skills
User administration
Configure and install of desktop and laptop hardware.
Solid knowledge of Microsoft operating systems

First Recruitment Services is acting as an employment business in relation to this assignment

Price / Salary: £24000/annum