IT Service Desk Analyst

Job Description

Duties include:
Run and monitor Batch Processes for key line of business systems
Provide first line Service-desk Support addressing and resolving incidents and problems reported by the user base
Escalate as appropriate to ensure a prompt restoration of service, arranging for the relevant 2nd and 3rd line specialists to address and resolve incidents
Ensure provision and availability of IT systems and functions to End Users, satisfying IT Service Level Agreements
Provide out of hours Operational Support cover for the IT Department as and when required
Maintain policy and procedure documentation to the required standard and to provide supporting evidence for achievement of SLAs
Perform general IT duties covering such tasks as kit relocation, software installs and upgrades and hardware builds etc

Skills and experience required:
A minimum 2 years relevant Service/Help Desk experience
Customer Service experience, face to face/remotely and over the telephone
Good analytical and listening skills and an understanding of the IT needs of the company
Experience in troubleshooting Microsoft Operating Systems, Applications, Printers and Network faults
An understanding of Active Directory, Exchange, Server/Desktop and Network Infrastructure
An understanding of Virtual Server/Desktop environments. Preferably VMWare

The role consists of rota-based shifts, the anticipated pattern being 8am to 4pm, 10am to 6pm, and 5:30pm to 1:30am.