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IT Service Desk Analyst - 1st Line

Job Title: IT Service Desk Analyst - 1st Line
Contract Type: Permanent
Location: Hertford
Salary: £17000 - £18500
Reference: 105241
Job Published: February 26, 2021 11:53

Job Description

Job Description

As the Service Desk Analyst, you will provide first contact support for all IT Incidents and Service Requests, including account administration duties of creating/removing multiple account types and adding/removing access to multiple folders/mailboxes. The Service Desk Analyst will work to facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels and business priorities, work towards a high first-time fix rate (using remote control software as necessary) and provide technically accurate solutions to customers. Any more complex issues must be passed to second line and third line support where necessary. As the post holder, you must ensure assistance is provided to maintain all documentation and provide first assessment of all incoming calls and tickets raised via a portal. You will be responsible for recording all activity for inbound Incidents and Service Requests in the designated Ticket Management System, ensuring that all Incidents and Service Requests contain full details, have the correct category and sub-category designation and are correctly prioritised., Meaningful and vital work: Working within a council partnership at Serco means that you'll play a critical role in ensuring that customers continue to receive the IT support that they need.

Candidate Description

The successful candidate will have experience of Service Desk and Desktop Support and with interest in Information Technology. Practical understanding of a technical area/discipline is also important. You will have remote working solutions (Citrix, VPN, Direct Access) and a basic understanding of network protocols such as TCP/IP, as well as understanding of PC/Laptop and Printer Hardware. Experience of software deployment via SCCM/Configuration manager is also beneficial.