Service Desk Analyst

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1st Line Service Desk Analyst
We have a fantastic opportunity for a Service Desk Analyst / 1st Line Support Engineer to join a vibrant and highly skilled team of support engineers to providing technical IT support to both internal and external customers. The position comes with training and development into 2nd line and beyond.
The role is hybrid with 3 days on site in St Ives and 2 days from home.
Main duties for the Service Desk Analyst / 1st Line Support Engineer:
* The Service Desk Analyst will provide internal technical support for systems including server, desktop and networking infrastructure.
* The 1st Line Support Engineer will complete PC Builds, Installation of Operating Systems and peripherals for internal and external customers
* Liaise with and build strong working relationships with stakeholders
* Record all calls to ensure accurate information about the client’s systems is maintained and available to other support personnel and account managers.
* Escalate issues in line with guidance.
* Manage demanding users on customer sites who have high expectations.
* Communicate technical issues and concepts to a non-technical audience
* Work together with your Line Manager to develop and enhance your knowledge and skill sets.
* There may be a requirement to provide cover to other customer sites when absence by other engineers dictates.
* Any other relevant tasks commensurate with your position, as directed by your Line Manager or appropriate Company Director.
Experience Required for the Service Desk Analyst / 1st Line Support Engineer
* Installation of Windows OS
* Proven Customer service skills.
* Positive, enthusiastic and supportive individual.
* Ability to take ownership of and progress issues.
* Excellent communication and interpersonal skills.
* Educated to GCSE level in Math’s and English or equivalent.
* Good communication skills