Job: Service Desk Analyst

Title Service Desk Analyst
Categories Technology Permanent
Salary £27k per annum + benefits
Location North London
Job Information

Harris Global are currently recruiting on behalf of our client, a leader in the Managed Service Provider space, who are looking to hire a Service Desk Analyst to join their team. The successful candidate will possesses excellent interpersonal and communication skills and will be confident dealing with customers at all levels. Previous 1st line support experience is desirable.

Responsibilities will include:

  • Dealing with 1st line assigned tickets, providing support over multiple channels
  • Responding efficiently to support requests over a variety of channels (e-mail, phone and ticketing system)
  • Troubleshooting, fixing and escalating incidents as required, ensuring they are resolved within customer service level agreements or against key performance indicators
  • Accurately classifying, logging, and keeping tickets up to date using our internal ticketing tool
  • Providing excellent customer experience at all times
  • Conducting personal queue and ticket triage, escalating as and when required using internal processes
  • Liaising with partners and third-party vendors to resolve customer issues
  • Attending client sites to support current customer base with a varied range of technologies including desktop support, email issues, connectivity requirements, printers and 3rd party applications
  • Conducting onsite work as and when required (such as onsite support, project support/assistance, system deployment etc.)

Skills will include:

  • Some experience of Active Directory, Group Policy, Office 365, SharePoint, backup solutions, antivirus software, and networking
  • Familiar in Office 365 Administration, creating groups, distribution lists, setting forward rules, viewing and checking SharePoint permissions and basic troubleshooting, for example running mail trace or performing security checks such as last sign in or checking for suspicious activity.
  • Confident in troubleshooting basic Windows OS/MAC OSX issues, checking for Windows updates and understanding how these are delivered (, GPO, 3rd party tools), performing system restores and using vendor diagnostic tools and you will be experienced with replacing hardware components (SSD, RAM etc) while being considerate to data backup and the impact to the user.
  • Understanding of security products and the cyber threat landscape;
  • Ability to think ahead and anticipate problems, issues and solutions and work under pressure to meet deadlines
  • Excellent verbal and written communication is essential as well as the ability to communicate with clients to determine their needs and explain complex issues to differing skill levels

For more information, please apply now!

Apply Now

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Harris global Ltd.
Harris global Ltd.
3rd Floor,
One Croydon,
12-16 Addiscombe Road,

Tel: 020 3510 2999
Fax: 0208 712 6344

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