1st Line Service Desk Analyst

Description:

Main tasks and responsibilities

• Interrogation of the Service Desk ticketing system throughout the day to provide effective responses and resolutions to queries or issues. Ensuring that raised tickets are responded to within SLA timescales.

• Collaborate with all of the Technical Service departments when required to ensure business objectives are met.

• Adopt a proactive approach towards all client activities.

• Administer and maintain end user accounts, permissions, and access rights as directed by change requests from the Service Desk and in line with the Network Security Policy.

• Conduct updates of network asset management register to ensure records are up to date.

• Support end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products by testing, maintaining, monitoring, and troubleshooting in order to determine source of computer problems (hardware, software, user access, etc.)

• Carry out installations and configurations of end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products.

• Responding to calls or e-mails on the service desk, adhering to strict Service Level Agreements for fault resolutions and service requests completions

• Be responsible for the timely resolution or escalation of tickets in keeping with ITIL best practices

• Interrogation of the Service Desk ticketing system throughout the day to provide effective responses and resolutions to queries or issues. Ensuring that raised tickets are responded to within SLA timescales.