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JOBS Computing & IT Analyst

Experienced Service Desk Analyst



Price : £21,000.00(Fixed)
Type : Jobs
Date : 7th July 2018
Condition : Full time
Warranty : No
Location : Derby, Derbyshire, UK

Service Desk Analyst

Up to 21k dependent on experience


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




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