Service Desk Analyst
Up to 21k dependent on experience
Derby
The Service Desk Analyst is a member of the Service Desk team covering the day-to-day IT support needs for Steris. The primary function of the position 1st line support, with some 2nd Line support where appropriate, the businesses staff and customers. The undertaking of which may require occasional site visits.
Duties IT Request Fulfilment:
The Service Desk acts as single point of contact, via numerous channels, for all computer hardware, software and telecoms service requests
Purchase, installs, configure and maintain endpoint services, computer hardware, software, peripherals, printers, handsets, Etc …
User / account management
Documentation of Support Activities, Policies & Procedures
Problem and Incident Management:
Acts as single point of contact via numerous channels, for all computer hardware, software and telecoms incidents and problems
Gather the required information necessary to best handle customer software and technical inquiries
Manage customer expectations regarding estimated response times for issue resolution
Collaborate with other members of the Service team to properly manage customer inquiries and escalate when appropriate
Collaborate with other Support Analysts, Seniors and Support Engineers to identify high priority issues and engage with the Enterprise Application Team and Infrastructure Teams.
Providing resolution for requests on first contact to agreed targets
Resolution of support tasks within the service level agreement
Analyses issues (both technical and operational) and arrive at workable solutions
Fault resolution using remote support tools
Education: ·Post-secondary education or higher, preferably in a Computer related subject, or equivalent combination of qualification and experience Experience: ·Excellent working knowledge of computer software, hardware and networks ·At least one years’ experience working in a IT support role
