Job Description

The successful Service Desk Analyst will provide 1st Line phone based support to a network of customers, and will ensure that all problems are either solved or escalated accordingly . You will be required to be aware of and stick to the Service Level Agreement, and ensure that you do all in your power to meet these service levels.

You will be responsible for logging calls and communicating all issues to other members of the IT team. You will provide support to bespoke hardware and software products. You will also work on and fix basic server operating system faults, and you will be involved in VR Headset repair, along with other additional responsbilities as required. In addition to this, you will work on the management of the LAN and WAN networks and escalate all problems where needed.

Required Knowledge, Skills, and Abilities

Knowledge of some or all of the following technologies would be advantageous: - Windows Operating Systems - Windows Server - Active Directory - Basic Exchange queries - LAN/WAN - Printer and scanner fixes - 1st and 2nd Line IT Support - Application support - 1st/2nd line support - Helpdesk or Service Desk experience in a phone based environment You will also be: Providing technical support services for customers Understanding of Networking, Wi-Fi, TCP/IP and Proxy Servers Understanding of VOIP communications Comfortable with CRM systems and online ticketing