Service Desk Analyst

Acting as the first point of contact for IT incidents and service requests

Logging, triaging and resolving issues through the service desk system

Delivering high first contact resolution wherever possible

Escalating issues to the appropriate teams where required

Supporting users remotely, desk side and across multiple sites

Installing, configuring and maintaining IT equipment and software

Maintaining accurate records, procedures and asset information

Supporting system access management in line with policies

Contributing to service improvements and project deployments

Liaising with third party suppliers and internal teams

Good level of customer service skills.

Proven capability in writing clearly, concisely, and professionally for liaising with end-users and compiling technical documentation and instructions.

Demonstrable experience of 1st and 2nd line IT support.

Good support knowledge of Windows 10.

Good support knowledge of Microsoft Office M365.

Experience of administering Active Directory Users and Computers.

Experience of IP networking.

A full driving licence, with the ability to travel to remote sites.

The ability to demonstrate, understanding and apply our Blue Cross values.

Knowledge of working with Apple MacBook

Experience managing Daktela telephone solutions

ITIL V3 or V4 Foundation Certificate