Service Desk Analyst, Permanent Job, Isle Of Man

Job Purpose:
Service Desk Analyst required on a permanent basis within a private banking organisation to contribute and support the various production functions, systems and servers whilst providing support to Service Desk Analysts.

Key Responsibilities:
Act as first point of contact to the business on behalf of IT on all technology related issues , carry out 1st to 2nd line troubleshooting on all IT related problems including software and all hardware.
Log and update all incidents on the Service Delivery Management tool and ensure the correct category, subcategory and prioritisation is applied.
Ensure all tickets are updated with all findings and any resolution Escalate unresolved tickets to the 2nd line support team Provide training advice to the business on training related incidents.
Support the roll-out of new applications and infrastructure.
Talk staff/clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.
Respond to tickets within the agreed service levels Work continuously on a task until completion or referral to escalated external support/third parties where appropriate.

Skills & Experience:
Preferably 1-2 years experience within an IT helpdesk role.
IT /Computer Sciences Other qualifications, certifications or professional memberships Microsoft service products experience is essential.
Ability to understand technical information regarding PC's, including working knowledge of desktop applications (e.g.Microsoft Office, e-mail, etc.) Key team player ability and enthusiasm to ensure all service levels are met or exceeded.

Hours & Benefits:
Business hours.
Salary is dependent on experience.

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Alexandra Jackson
Senior Recruitment Consultant
01624 665115
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