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    Description

    Price : £21,000.00(Fixed)
    Type : Jobs
    Date : 7th July 2018
    Condition : Full time
    Warranty : No
    Location : Derby, Derbyshire, UK

    Service Desk Analyst

    Up to 21k dependent on experience

    Derby

    The Service Desk Analyst is a member of the Service Desk team covering the day-to-day IT support needs for Steris. The primary function of the position 1st line support, with some 2nd Line support where appropriate, the businesses staff and customers. The undertaking of which may require occasional site visits.

    Duties IT Request Fulfilment:

    The Service Desk acts as single point of contact, via numerous channels, for all computer hardware, software and telecoms service requests

    Purchase, installs, configure and maintain endpoint services, computer hardware, software, peripherals, printers, handsets, Etc …

    User / account management

    Documentation of Support Activities, Policies & Procedures

      Problem and Incident Management:

    Acts as single point of contact via numerous channels, for all computer hardware, software and telecoms incidents and problems

    Gather the required information necessary to best handle customer software and technical inquiries

    Manage customer expectations regarding estimated response times for issue resolution

    Collaborate with other members of the Service team to properly manage customer inquiries and escalate when appropriate

    Collaborate with other Support Analysts, Seniors and Support Engineers to identify high priority issues and engage with the Enterprise Application Team and Infrastructure Teams.

    Providing resolution for requests on first contact to agreed targets

    Resolution of support tasks within the service level agreement

    Analyses issues (both technical and operational) and arrive at workable solutions

    Fault resolution using remote support tools

    Education: ·Post-secondary education or higher, preferably in a Computer related subject, or equivalent combination of qualification and experience Experience: ·Excellent working knowledge of computer software, hardware and networks ·At least one years’ experience working in a IT support role

     

     



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