Service Desk Analyst

My client, a leading Managed Service Provider would like to invite applications for the position of Service Desk Analyst at their premises based in Newtownabbey.  The First Line Support Analyst will provide technical support and call resolution to a range of internal and external customers. The role will involve call logging, basic fault resolution, some remote access work via software tools and full responsibility for call handling, escalations, follow up and customer service.

Duties and responsibilities
* First point of contact for new and existing Service Desk contracts
* Provide 1st Line incident diagnosis and fault resolution
* Maintain a high level of 1st time fix rates
* Logging incidents and service requests from customers received via telephone, email and fax
* To provide an excellent customer service and value to end users
* Escalation of calls to resolver groups if unable to resolve at the Service Desk
* Ensure customers are kept updated on progress of calls
* Prioritisation and management of workload and tasks, working within contractual Service Level Agreements
* Work in accordance to company policies, procedures and standards
* Maintain awareness of current appropriate technologies used both onsite and at customer sites
* Update and share knowledge gained
* Provide support on a 24/7 rota basis, on nightshift a shift allowance will apply.

 Required Knowledge and Experience

Essential:
* Microsoft Certified Desktop Support Technician (MCDST) or similar
* Knowledge of Windows Server and Desktop operating systems
* Knowledge of Active Directory users and computers
* Previous experience of using a call management system
* Support of desktop applications including MS Office suite
* Previous experience of working in a customer facing technical role
* Experience of working in a Service Level Agreement driven environment
* Awareness of ITIL framework

Desirable:
* ITIL Foundation accreditation
* Knowledge of Citrix Metaframe / Terminal Server
* Knowledge of VMware

 Should you wish to apply for this position then please email an updated CV to Chris Auld at cauld@graftonesp.com or you can phone Chris on 07425620650. Please note that only successfully shortlisted candidates will be contacted. All candidates must be able to demonstrate a pre-existing right to work in the UK. Documentary proof will be requested at interview.