service desk analyst Sheffield, England
Auxilion
Full Time
Sheffield, England
19533 - 17000 GBP ANNUAL Today
Job description
Sheffield - UK (on-site)Permanent
Auxilion is a leading provider of IT outsourcing and IT managed service solutions for global IT service providers. As part of the Auxilion Group you will work directly on a client site working closely with the in-house team to provide the best possible technical service and customer experience that the client requires. As an organization, we offer all our employees access to an online training platform, career progression and a supportive environment.
Role Overview
IT Service Desk Analyst will be responsible for level 1 tickets raised by our clients.
Providing high-quality customer support services and technical assistance with a high level of accurate diagnosis and resolution.
The role is an excellent opportunity to develop and advance skills.
Position Responsibilities
This role involves the following:
- Be the point of contact for technical queries from our customers
- Meet or exceed the SLA’s provided by customers
- Ensure a high level of service and customer satisfaction
- Level 1 diagnostics and resolution on desktop/laptop software and hardware in a Win 10 environments
- Supports standard desktop applications and operations
- Invoke escalation procedure both in a prompt and timely manner to other levels of support
- Log calls accurately update and close tickets in service desk application (SNow)
- Document technical fixes and procedures
Technical Competencies
Working and supporting knowledge of the following:
- Level 1 technical services experience
- Good problem-solving skills
- Excellent communication skills (Communication to customers verbally and written is mandatory)
- Windows 7/8/10 desktop support
- An understanding of end user services (Hardware, software, Office 365, MS Teams, AD, Exchange)
- Troubleshooting and problem-solving skills
- Excellent attention to detail
- A good understanding of Service Management framework, processes (ITIL) and using service desk tools (SNow) would be an advantage
- Experience of working in an IT environment
Auxilion
www.auxilion.com
Dublin, Ireland
Philip Maguire
Unknown / Non-Applicable
201 to 500 Employees
Company - Private
Information Technology Support Services
2012
