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Service Desk Analyst – 1^st Line – West Bromwich

Service Desk / 1^st line / support / SCCM / O365 / Citrix / ITIL / Active Directory

Service Desk Analyst required for a leading organisation based in West Bromwich where you will be responsible providing 1^st Line IT support to c2000 users across more than 200 sites with the aim of resolving 80% of calls within the 1^st Line. Adhering to Incident, problem, request for service and change management processes. Using the Service Management toolset to achieve Service Level targets. Using the Service Management toolset to achieve Service Level targets.

Service Desk / 1^st line / support / SCCM / O365 / Citrix / ITIL / Active Directory

Key responsibilities of the role

• Provide first line Service Desk support to users, assisting them with hardware and software problems.
• Provide 1st line technical support; answering support queries via phone, email and face to face.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Take ownership of user problems and be proactive when dealing with user issues.
• Provide first line Service Desk support to users, assisting them with hardware and software problems.
• Provide 1st line technical support; answering support queries via phone, email and face to face.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Take ownership of user problems and be proactive when dealing with user issues.

Key skills of the role

• Previous Service Desk experience or experience working in an IT service delivery environment.
• A strong knowledge of Microsoft based systems such as Office and Windows.
• Understanding of Citrix and using Citrix Management tools to aid in troubleshooting.
• A working knowledge of Network topologies and the hardware setup that supports them.
• Knowledge of Windows Server administration such as 2003/8, AD/File and Print, SCCM.
• Excellent prioritisation skills and a track record of exceptional service delivery.
• Excellent communication skills, experience of communicating at both user and business management level.
• ITIL Service Management Foundation Certificate or a thorough understanding of ITIL.

Service Desk / 1^st line / support / SCCM / O365 / Citrix / ITIL / Active Directory

The salary my client is offering for this position is between £21,000 and £23,000 per annum depending on experience.

Interested?! Send your up to date CV to Naomi Cruden at Crimson for review

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Service Desk / 1^st line / support / SCCM / O365 / Citrix / ITIL / Active Directory