1st line service desk analyst

1st Line Service Desk Analyst West Drayton £25,000 I am currently recruiting for a 1st Line Service Desk Analyst to join a fantastic team based in West Drayton. If you are tired of contract work and looking for a role that will offer you real stability, then this is the perfect role for you. This is truly a brilliant company to work for, they are very close knit with a professional yet laid back working environment, offering masses of progression for career hungry employees. If you have some 1st Line experience and you’re looking for a new challenge, this could be the perfect role for you. What’s in it for you? Free parking on site Dress down Friday Free pizza Fridays Free breakfast provided Working hours - Mon - Fri, 37.5 hours (including Bank Holidays) split over 3 shifts covering 07.00am – 18.00pm Role responsibilities: To take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal. To be proactive and own calls residing on the Service Desk Drive/manage calls to resolution within SLA Act as a first line escalation point (for immediate issues) and refer more complex issues Pro-actively resolve issues with service calls, escalating when required Ability to mentor and instil best practices in others in terms of ticket management and customer care. Candidate profile – Excellent communicator both written and verbally Analytical Skills Previous Service/Help Desk experience MS Office Suite (to include up to Office 365), Internet, email (Outlook - Exchange/ Google mail), fault diagnosis, AD, AAD, Citrix