Our client. a marine industry focussed organsisation in Hampshire currently have an excellent opportunity available for a first line service desk analyst.

This role will be to act as first point of contact for all incoming IT Service desk calls, attempting to resolve immediately, otherwise escalating to 2nd and 3rd line.

Main duties / responsibilities
•Provide first fix solutions to a wide variety of incoming service desk support calls relating to PC, software and networking issues
•Escalate calls based on category and priority to 2nd and 3rd line support only if unable to provide fix
•Become proficient at using the Service Desk Express call recording package, logging and escalating calls clearly and effectively, ultimately becoming expert at monitoring call levels, identifying emerging Problems and able to give detailed accounts of outstanding calls
•Ensure all calls logged are closed in time according to the outlined ITIL based SLAs
•Monitor call trends to determine appropriate action
•Monitor environment and infrastructure alerts, notifying affected areas in the IT Department
•Liaise effectively with hardware manufacturers and vendors to resolve issues arising from faulty IT equipment
•Diagnose and fix problems remotely
•Promote and provide a positive and pro active attitude as the first point of call for users

Qualifications / Experience

'A' level or equivalent passes in maths/analytical based subject or ability to display the appropriate level of aptitude toward fixing IT related problems

Knowledge/Skills

-2 years minimum of Service Desk work experience
-2 years in depth work experience with Microsoft Applications and Operating Systems
-Good organisational skills, self discipline, ability to work to deadlines and unsupervised, attention to detail
-Ability to work well as part of a team is crucial
-Excellent time keeping is essential

Please call Katy on 02392 322308 to apply or send your CV to ktroy@strgroup.co.uk





STR Limited is acting as an Employment Agency in relation to this vacancy.

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