Desktop Support Analyst

25000.00 - 25000.00 GBP Annual + GBP25000/annum
19 Apr 2017
26 Apr 2017
Contract Type
Full Time
Our client is looking for a Desktop Support Analyst to join their expanding insurance firm. This is a modern forward thinking and vibrant company to work for, who promote an excellent work life balance, offering talented and driven people real career opportunities.

Your role is to provide first line support for customers for all technical related issues, undertaking analysis, diagnosis and resolution of client issues and queries. You will act as an interface with the customer and provide support, update and resolutions to services.


- Accountable for identification of appropriate triage into 2nd line support functions

- Ensuring all requests are handled in a timely manner in line with relevant service levels.

- Delivery of appropriate service where first line support are able to provide an acceptable resolution to client requests.

- Act as a single point of contact for phone calls and emails from Clients regarding IT issues and queries

- Receiving, logging and managing calls from clients' staff via telephone and email.

- 1st line support - troubleshooting of IT related problems from client utilized solutions

- Triage unresolved calls to the relevant support team.

- Escalate issues that will potentially miss required SLA or are not being handled effectively

- Work in close partnership with other departments to ensure service levels, quality standards

- Take ownership of user problems and follow up the status of problems on behalf of the user

- Effective control of all aspects of user administration including creation, amendment and deletion of users

- Understanding of ITIL practices - from Service desk principles to Change control practices

- SCCM experience

- Microsoft System Centre - general understanding

- Remote device management solutions, creating and deploying secure policies

- Ability to handle multiple workloads under pressure

Salary is GBP25k

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