Job Description
Are you looking for a new position working as a 1st Line Service Desk Analyst based in Eynsham, Oxford?
Our Client is one of the UKs leading end-to-end technology solutions providers. Your role will be providing customers with support on all aspects of their IT infrastructure including Networking, Server, Desktop & Laptop hardware, and Software.
Main Duties of the Role
To provide a professional 1st/2nd line technical advisory, diagnostic and repair support service to customers within a busy Support Desk environment, via telephone and email
To log calls on the Service Management System and if escalated, own them through to resolution
To monitor & manage calls queues to ensure all incidents are dealt with within agreed SLA timescales, escalating where required to ensure that timescales are met
To ensure all support work undertaken is accurately recorded on the Service Management Systems (SMS), ensuring the SMS is kept fully up-to-date with the status of each ongoing problem
To ensure that the escalation process is adhered to at all times and that the customer is fully updated on the status of all ongoing problems and escalations
To provide overflow support to the Service Desk team during busy incident logging periods, answering 1st line calls and recording details on the SMS
To ensure the Change Control Procedure is followed at all times
To ensure compliance with the defined security policies regarding access to the System Support Centre area and any supported systems
Your Skills and Experience
Good working knowledge of Microsoft Desktop Operating Systems (Windows 7 and 10) and applications is essential.
Good working knowledge of Microsoft Server Operating Systems (Server 2008/2016) and core server applications
Good working knowledge of Active Directory
Good working knowledge of Microsoft Office 365
Excellent written and verbal communication
Desirable
Good understanding of TCP/IP, DNS, DHCP and VPNs
CompTia A+, N+ or S+
Relevant Microsoft qualifications an advantage
Experience of working in a similar role
Salary
£23,000-£25,000 per annum, depending on experience
The hours for the role are on a slight shift rota, between the hours of 8.00am and 6.00pm, Monday to Friday. However this could change to a 24/7 rota in the future.