Service Desk Analyst

at  Taylor Rose

REQUIREMENTS:

• Customer Service skills
• Microsoft 365, Active Directory and Citrix desktop administration
• Working knowledge of service desk ticketing tools such as ServiceNow or ManageEngine
• Ability to troubleshoot common hardware and software issues and find solutions
• Ability to meet deadlines and adjust to changing priorities
• Ability to quickly gain new skills and knowledge when faced with new challenges
• Ability to work independently as well as part of the Service Desk team
• Ability to work well under pressure
• Excellent verbal and written communication

• Logging and responding to Incidents and Requests via the Service Desk Ticket system in a timely manner.
• Liaising with resolving areas as appropriate to ensure speedy resolutions to queries and issues raised by users.
• Working to agreed processes, procedures, service levels and guidelines to deliver an efficient service to end users
• Answering telephone calls from end users in a courteous and professional manner
• Maintaining and supporting PCs, laptops and telephony system.
• Supporting and troubleshooting core software products including Microsoft 365, Active Directory, Citrix and case management systems
• Undertaking Starters, Leavers, and User account updates and administration in accordance with agreed processes.
• Providing advice and guidance to end users on IT-related matters.