Service Desk Analyst

  • Permanent
  • Cardiff, Other
  • Posted 14th August 2019
  • £26000 - £28600 per Annum + Flexible Benefits
  • Ref: SC029
Service Desk Analyst required by market leading financial services organisation based in Cardiff to manage IT incidents, requests, change and problems that occur within the organisation.

Responsibilities
*Responsible for own self development
*Keep up to date with current IT issues developing new projects to continually improve the service
*Provide excellent customer service by considering the end customer in everything that we do.
*Combination of hands-on and supervisory responsibility
*Endeavour to meet client SLAs for all calls logged via helpdesk system, in particular Severity 1 calls
*React to incidents, use problem solving techniques and the support of others to provide fast resolution.
*Analyse impact of requests, changes to the client's systems or the environment and makes informed decisions.

Skills and experience
*Requires excellent interpersonal skills in handling contact with end-users, staff, customers and suppliers.
*1 year working within Information Technology and supporting end users
*1st line Microsoft Desktop software knowledge (i.e. Windows 7/10, Office)
*1st line Microsoft Server knowledge (i.e. Server 2008/ 2012 )
*1st line Microsoft Server Application knowledge (i.e. Exchange, Active Directory )
*Working experience of ITIL processes and procedures.
*Experience working within a professional and busy IT Service Desk.

The salary for this is £20,000 - £22,000 p/a plus is a 30% shift allowance (£26,000-28,600 p/a). It is a shift role where candidates will be expected to work 4 on 4 off (7am - 7pm & 7pm - 7am).

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