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IT Service Desk Analyst

IT Service Desk Analyst - Manchester

£25k basic

My client, a leading Legal Insurance Firm is looking for 2x IT Service Desk Analysts to provide a professional, efficient and effective support service for the Firm's 1400 users in the resolution of support incidents and requests.

To support the delivery of solutions and system improvements to meet user requirements.

Key Responsibilities:

? Logging and ownership of incidents and requests created by Users through to final resolution ensuring clear communication of progress and timely escalation when necessary.
? Providing first line I.T.

support in relation to hardware, software, applications and voice / data networks.
? Takes day-to-day responsibility for the support of I.T.

systems for the provision of an effective support service to Users.
? Works closely with the Desktop Team, Infrastructure Team and Applications Team to help manage issues through to resolution and closure.
? Ensure support issues are correctly categorised and prioritised to assist Incident Management and provide accurate data for reporting.
? To escalate more complex calls having captured all relevant information
? Perform hands-on fixes at the desktop level, including installing and upgrading software where appropriate.
? Test fixes, to ensure issues have been adequately resolved.
? Perform post-resolution follow-ups for support issues to ensure Incidents / Requests have been satisfactorily resolved.
? Dealing with and assist in the resolution of user complaints.
? Ensure all administrative actions are carried out as identified / determined by your line manager, including new starter and leaver actions.


Knowledge & Experience:

? Recent experience within a helpdesk / technical support operation or equivalent.
? Knowledge of supporting users in a Microsoft Active Directory Environment.
? Experience of supporting Microsoft Office and enterprise email systems (preferably Microsoft Outlook).
? Experience of suppor