Service Desk Analyst

  • 09 January
  • England - Bournemouth
  • CDI
  • €26209.20 - €33357.16 per annum
* Ensure all incidents and Service Requests are successfully and accurately identified, categorised, prioritised, diagnosed and managed in the Service Desk IT Service Management Tool.
* To carry out qualitative checks on the Incident Management process and provide excellent and clear communication of Incidents.
* Troubleshooting and resolving problems associated with software and hardware for both local and remote customer environments.
* Configure network and PC software for new members of staff, staff movements, network printer administration and other repetitive activities as well as administration required for staff departures.
* Ensuring incidents and service requests are resolved or updated within the SLA's.
* Responsible for keeping senior team members informed of unresolved issues or problems.
* Managing workload demands to tight deadlines.
* Managing AD Group memberships.
* Managing Web and email filtering permissions.
* Following up with users to ensure issues have been adequately resolved.
* Following documented procedures and utilising centralised tools.
* Developing effective technical documentation for end users as well as for technical installation documentation for team members.
* Updating knowledge and asset databases.
* Daily system checks, backup and system checks.
* Interfacing with 3rd party vendors when necessary.
* Managing PC setup and deployment.
* Troubleshooting Start-up issues, Hardware Device, Device Driver, and Performance Issues.
* Troubleshooting Network Connectivity Issues.
* Use of Remote support tools.
* Troubleshooting Security Issues, Internet and Access Issues.
* Troubleshooting enterprise logon issues e.g. hardware vs. network; password expiration.
* Troubleshooting enterprise network connectivity issues. e.g. determining scope of issue; determining whether it's a PC, server or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway.