Job Ref: 212552891

Date: 2020-10-07 09:32:09

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Cobham Aerospace Connectivity has an exciting opportunity for an IT Service Desk Analyst / 1st Line IT Support. The IT Service Desk Analyst will be the first point of contact for all IT EMEA business Users. You will take ownership of all incoming IT Incidents and Requests. Record and process Service Desk tickets adhering to ITSM best practices and escalate and communicate major incidents. This will include fulfilling service requests including PC build, account creation, moves and changes. Provide IT support in accordance with agreed Service Level Agreements (SLA) and carry out initial fault finding for technical issues and either resolve or escalate as appropriate.

This role is based at our Marlow, Buckinghamshire office.

As the IT Service Desk Analyst / 1st Line IT Support your skills and qualifications will ideally include:

* ITIL Foundation is desirable

* SDI Analyst qualification is desirable

* Previous Service Desk experience

* Technical skills and experience of supporting the following areas at first line level:

* Windows 7 / 10

* Microsoft Office 2010/2016

* Active Directory

* Mitel 3300 phone system support experience an advantage

* Understanding of networking concepts and technologies

* Microsoft, or other relevant vendor certifications an advantage

* Experience of working within a structured service delivery framework desirable

* An ability to logically and methodically diagnose and troubleshoot software and hardware issues.

* Good written, oral and interpersonal communication skills

* Keen attention to detail

* Flexible and adaptable to change

* Team-oriented and skilled in working within a collaborative environment.

As the IT Service Desk Analyst / 1st Line IT Support your main responsibilities will involve:

* Management of all incoming Incidents and Requests, responding to Service Desk tickets within the appropriate agreed timeframes.

* Send-out communications to the business community

* Setup, deployment and support of desktop and laptop systems

* Activating and supporting mobile devices

* Configuration and support of voice/video communication systems

* Active Directory and Exchange user account management

* Supporting local business applications

* Operate to Cobham policies, procedures and standards

* Support such other commensurate IT projects and activities, as required

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