Lloyd Recruitment Services in Eat Grinstead is working a leading organisation based in the East Grinstead area, who is recruiting for a Service Desk Analyst.

Purpose of job: To provide assistance to all staff in a professional and customer focused manner in line with customer needs, defined processes and meeting service level agreements.

Main Objective: To ensure that all user requests are accurately recorded and resolved within pre-defined service levels.

·Record and prioritise all service requests into the Assyst service management tool ensuring all relevant information is recorded accurately and in line with the incident management process.

·Provide user support for all hardware and software issues including incident resolution, installation\implementation and guidance\training.

·Monitor, manage and progress all service requests in an efficient and professional manner, restoring normal working conditions as quickly as possible.

·Escalate incidents to appropriate teams\individuals in line with the incident management process, ensuring users are informed of the progress of their requests.

·Log incidents with 3rd Party Suppliers and monitor their progress against SLA and if required escalate incidents using the pre-defined escalation process.

·Work individually and as a team to ensure that all individual and team KPI’s are met.

·Ensure that all user requests are resolved within agreed Service Levels.

·Major Incidents – work alongside the Service Desk Manager to provide regular user updates in line with the Major Incident process.

·Create procedure documents and update the Knowledge Base in line with defined processes.

·Assist with the implementation and support of projects as required.

·Keep up to date with the latest developments in desktop technologies, products and processes.

·At least 1 years’ experience of working on a busy service desk providing 1st and 2nd line support to at least 250 users

·Troubleshooting and resolving hardware, software and networking issues over the phone and deskside

·Microsoft Windows 7 and Windows 10

·Microsoft Office 2010 – 2016

·Active Directory

·Microsoft Exchange

·Remote working

·Desktop rollouts

·Citrix virtual desktops

·IP Telephony

·Service Level Agreements

·Individual and Team performance targets

·ITIL foundation or a good working knowledge of ITIL

·Avaya telephony

·Assyst

·G Suite

·SAP

·Citrix

·Blackberry Work

·Microsoft SCCM

·Flexible, enthusiastic and self-motivated

·Well-developed problem solving skills

·Good communication and excellent customer facing skills

·Proactive

·Good team player but also able to work on own initiative

·Excellent timekeeping

·Able to cope with a busy Service Desk working under pressure

·Quick learner

·Good all round hardware (desktop and laptop) and Microsoft software knowledge

Shifts: 37.5 hours per week based over a 7 day period - only 1 weekend in 4 worked

£24,000 plus excellent benefits

Due to the high volume of applications, Lloyd recruitment services can only contact shortlisted candidates