Technician (Technical Support Technician)

Shared Service Desk Analyst My client, one of the largest independent IT service & support companies in the UK are looking for an additional service desk analyst to work at their joint head office in West Drayton.

Main Duties and Responsibilities:

• To take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal
• Must be self-motivated with excellent customer service and liaison skills
• To be proactive and “own” calls residing on the Service Desk
• Drive/manage calls to resolution within SLA
• Act as a first line escalation point (for immediate issues) and refer more complex issues
• Liaise with customers and 3rd Parties
• Develop & share content in Knowledge Base
• Pro-actively resolve issues with service calls, escalating when required

Essentials

• Excellent communicator both written and verbally
• The ability to work well alone and under pressure
• Previous experience of Wintel environment
• Clear and professional telephone manner
• Previous Service/Help Desk experience MS Office Suite (to include up to Office 365), Internet, email (Outlook – Exchange/ Google mail), fault diagnosis, AD, Citrix.
• Assist with assignment of calls
• Assist with call queues.

37.5 hrs per week 07:30 – 18:00 covered over 4 shifts

…