Service Desk Analyst - Ashtead, Surrey
An excellent opportunity has arisen with my Surrey based client. We are looking are a Service Desk Analyst who has experience supporting the Microsoft Suite of products including Active Directory, Windows OS and MS Office.
Our ideal candidate will have previous experience working on a busy service desk whilst approaching each incident in a logical manner against SLA's. Being the first point of contact for all IT related incidents, you will need to be articulate (written & oral), have an excellent telephone manner and be comfortable supporting users of all levels.
The key deliverables for this role are as follows:
Provide 1st Line telephone support and escalate calls to 2nd/3rd Line where necessary
Log call via call logging software (Assyst)
Ensure that your queue of call is managed daily and with KPI/SLA guidelines
Providing first time fixes for incidents logged (Email/Password resets, hardware failures, email issues, Network connectivity etc.)