1st Line Service Desk Analyst

Xact Placements Limited; Reading; On-site; GBP 28,000 - 30,000; Full time

Job summary

XACT Placements Ltd. is recruiting a 1st Line Service Desk Analyst to be based in Reading on a 6-month fixed-term contract for our client, a major UK MSP delivering digital transformation and ICT managed services. You will handle calls and emails, manage tickets, respond within SLA, and perform installations and configurations of end-user hardware and software.

Salary £28,000–£30,000 pro rata. The role requires strong communication skills, the ability to prioritise under pressure, and a solid

Qualifications

• Excellent oral and written communication skills.
• Ability to prioritise work under pressure and meet deadlines.
• Good general technical understanding of new technologies.
• Knowledge of WAN/LAN and networking concepts.
• Experience with Microsoft operating systems and networking.

Responsibilities

• Interrogation of the Service Desk ticketing system.
• Ensuring that raised tickets are responded to within SLA timescales.
• Be responsible for the timely resolution or escalation of tickets in keeping with ITIL best practices.
• Responding to calls or e-mails on the service desk.
• Carry out installations and configurations of end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products.
• Conduct updates of network asset management register to ensure records are up to date.
• Administer and maintain end user accounts, permissions, and access rights as directed by change requests from the Service Desk and in line with the Network Security Policy.
• Adopt a proactive approach towards all client activities.

Skills

Communication

Prioritisation under pressure

Technical communication

Technical understanding

General Support & Operations

WAN/LAN/Networking

Microsoft/VMware/Cloud

PC hardware & OS

Print technologies (Follow Me/Secure)

Job description

Are you looking for a new exciting opportunity working as a 1st Line Service Desk Analyst to be based in Reading?

Our client is one of the UK’s largest and most trusted Managed Service Providers, and they are a Global technology leader providing Digital Transformation, Document Management and ICT Managed Services.

This position will be a 6 month fixed term contract.

Main Duties:

• Interrogation of the Service Desk ticketing system
• Ensuring that raised tickets are responded to within SLA timescales.
• Be responsible for the timely resolution or escalation of tickets in keeping with ITIL best practices
• Responding to calls or e-mails on the service desk
• Carry out installations and configurations of end user workstation hardware, software, networked peripheral devices, cabling, and networking hardware and software products.
• Conduct updates of network asset management register to ensure records are up to date.
• Administer and maintain end user accounts, permissions, and access rights as directed by change requests from the Service Desk and in line with the Network Security Policy.
• Adopt a proactive approach towards all client activities.

Skills:

• Excellent oral and written communication skills.
• Ability to prioritise work under pressure and to strict deadlines.
• Ability to communicate and advise technical/service information to different levels.
• Good general overall technical understanding of all new technologies.
• General Support and Operations
• WAN/LAN/Networking skill sets
• Microsoft/VMWare/Cloud technologies
• Good understanding of PC hardware, Microsoft operating systems and networking.
• Knowledge of “Follow Me” and “Secure” Print technologies an advantage

Salary - £28,000-£30,000 pro rata