Service Desk Analyst - Welwyn Garden City

Job description

Teaching Personnel, the UK's largest education recruitment company, is seeking a Service Desk Analyst to provide the highest standards of customer service to users across our group companies. The successful applicant will actively contribute to the achievement of Service Level Agreements whilst dealing with a broad range of first line services. Based at our Head Office in Welwyn Garden City with some travel to other sites, you will need to be a self-starter with a genuine enthusiasm towards a career in IT.

The role specifically entails:

• Providing first level technical and application support using experience, fault diagnosis, and appropriate knowledge articles to provide the necessary advice and guidance to provide solutions.
• Receiving and recording calls, resolving incidents or service requests where possible, and assigning to appropriate support team members for further investigation if required whilst keeping users appraised of progress.
• Supporting the use of company wide applications such as MS Office, Microsoft Exchange Online and Office 365, RDB Pronet and other products from the Access Group, and remote support tools.
• Setting up user accounts in Active Directory and configuring Outlook.
• PC building, repairing and upgrading.
• Installing approved software.
• Assisting in office moves.
• Making sure knowledge articles are kept up to date.

In order to be considered for this role we are looking for a graduate with excellent communication skills over the phone, in writing and face to face; with experience of first line telephone and remote support. Not only with you have a high level of computer literacy but also the ability to elicit and disseminate complex technical information from end users. You will have a logical approach with a positive and confident attitude and the ability to work independently and proactively to take action where appropriate and anticipate opportunities for service improvements.

In return Teaching Personnel can offer a fantastic platform for being considered for a variety of future IT roles along with:

• Generous holiday entitlement which increases with service
• Contributory stakeholder pension
• Daily coaching, mentoring and support
• A positive working environment
• Life assurance
• Reduced gym membership
• Access to an online discount shopping portal

Please apply with an up to date cv and covering letter.