Senior Helpdesk Analyst

I am currently recruiting for a Senior Helpdesk Analyst to work for a UK leading manager service provider who has being delivering the outstanding IT support services for over 30 years. My client is looking for someone who can provide extended and escalated telephone and remote access support for their corporate clients on a range of workstation, applications and hardware issues.

 

Responsibility:

• Providing a first and escalated response telephone and remote support to clients, logging calls on our Service Management system or by receiving escalated calls from colleagues
• Providing an technical escalation path to Helpdesk Analysts that were unable to resolve open tickets
• Acting as an SME within your chosen client and technology path
• Managing your own call queue within specified SLA’s
• Responsible for service delivery and call resolution as part of your call group
• Competently resolving technical issues for clients working
• Always taking a quality approach to resolution
• Ownership of a call, ensuring you are keeping a client fully informed of progress at every stage
• To contribute to SMART sessions, making the most out of your 1-2-1-‘s with your leader, thus taking responsibility for sharing your current and future career goals

• MS Exchange 2013(Troubleshooting at server level, management of user accounts, ‘how do I’ support advice, access requests)
• MS Exchange 2010 (Troubleshooting at server level management of user accounts, ‘how do I’ support advice, access requests)
• MS Office 2007/2010/2013/2016 (Troubleshooting ‘how do I’ support advice, basic trouble shooting)
• MS Office 365 (Troubleshooting, migration and management of user accounts, ‘how do I’ support advice, access requests)
• Terminal Server (Creation of accounts, trouble shooting at server level)