IT Service Desk Analyst

IT Service Desk Analyst Contract - 3 months FTC initial, start ASAP Location - Hybrid, 2 days per week Rate - day rate The IT Service Desk provides a single point of contact for internal IT customers and external third party service providers. Service Desk Analysts manage communication, initial diagnosis, prioritisation and resolution or fulfilment of incidents and requests according to agreed service levels. Analysts are responsible for managing customer expectations and are expected to always act as a positive representative of the department. IT Service Desk Analyst - Responsibilities Responding to Service Desk calls and emails Diagnosing and resolving incidents, including troubleshooting Implementing standard changes and fulfilling service requests Managing hardware break/fix and coordinating engineer visits Working knowledge of Windows OS, Microsoft Office, Active Directory, and basic networking IT Service Desk Analyst - Requirements Customer service experience preferably in an IT service desk. Able to work to deadlines and ticket response and resolution SLAs Working knowledge of Microsoft Windows operating systems and Microsoft Office applications Working knowledge of end user hardware and peripherals Basic understanding of computer networks (components, cabling and IP addressing) Managing basic Active Directory objects (users, security/distribution groups) Excellent organisational skills with the ability to manage multiple support tickets and operational tasks Customer service orientated with a friendly approach. For more information, please contact Katie at Matched Group