Job Ref: 215849547

Date: 2022-02-18 12:09:21

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Senior Service Desk Analyst – High Wycombe – £22,000 -£30,000

My client is looking to recruit an experienced Senior Service Desk Analyst based onsite in their office in High Wycombe.

Duties and Responsibilities:

As part of a team, provide 1st and 2nd line technical support; answering support queries via phone and email.
Pro-actively check and maintain customer infrastructure, systems & backups.
Regularly visit customer sites to provide onsite troubleshooting, support and hardware/software installations.
Maintain a high degree of customer service for all support queries and adhere to all service management/ITIL principles.
Take ownership of user faults and requests and be proactive when dealing with user issues.
Log every fault and request as a separate ticket on the ticket logging system.
Support users in the use of Computer equipment by providing necessary training and advice.
Allocate and escalate relevant tickets to other members of the IT Support team when appropriate.
Arrange for external, third party, technical support where problems cannot be resolved in house.
To log all actions and time on the appropriate customer ticket.
Work on all tickets according to SLA events and priority.
Proactively communicate with the customer by phone and via the ticket during the life cycle of the support fault or request.
Follow and adhere to all of the appropriate, documented procedures for repeatable tasks.

Skills / Attributes Required

Previous IT Service Desk experience.
Great personality and willing to learn new skills
Excellent telephone manner and customer service skills
Experience of using ticket logging software.
Strong knowledge of Windows 10 & Microsoft 365.
Understanding of PC hardware set-up and configuration.
General networking proficiency (DHCP, DNS, vLANS, etc)
Microsoft & ITIL Certifications would be beneficial.
Ideally have worked for an IT Managed Service Provider
Full, clean UK driving license

Please apply for further information

ECS Resource Group are an Equal Opportunity Employer, for more information please click the following link: https://(url removed)/work/equal-opportunities-employer

In accordance with the Equality Act 2010, if you require an alternative form of application please click the following link: Flexible Application Process – https://(url removed)/work/flexible-application-process

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