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Service Desk Analyst

Clearwater People Solutions

West Malling


£27000 - £32000/annum (Hybrid Working)


Posted: 18/11/2023

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Our client, a market-leading not-for-profit organisation, is currently recruiting for a dynamic Service Desk engineer to join their Support team. The Service Desk engineer will be at the forefront of delivering technical assistance to our 600+ internal customers at a 1st and 2nd Line level,

Responsibilities for the Service Desk engineer

Provide 1st line support via telephone, ITSM tools, Email and walk-ins for all IT, Network, Telephony, Remote Access & desktops along with support of Incidents and Service Requests
Provide 2nd line support via telephone, ITSM tools and deskside for all issues escalated from 1st line and working with 3rd line teams where necessary to facilitate resolution
Log and perform analysis including accurate prioritisation of all Incidents and Service Requests
User Administration activities across IT-controlled systems, including unlock/resets and starters/leavers

Key Skills & Experience for the Service Desk engineer


Minimum 2 years experience in previous Service Desk and Desktop roles, which includes knowledge of Incident & Service Request disciplines (ITIL Foundation desirable)
Strong analytical & problem-solving skills with great attention to detail
Knowledge & experience of PC hardware/software setup and configuration, including Windows 10/11, mobile device management (MS InTune & Defender desirable), Active Directory, Office & ITSM logging tools
Strong written and spoken communication skills

Please apply as directed

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