Jobs

Senior Technical Service Desk Analyst 5097

Job Ref No

JS 5097

Salary

up to £35k+ben

Start Date

ASAP

Subtitle

Technical Service Desk Analyst

Contract

Permanent

Location

Cambridge

GTS’s IT Jobs Cambridge: Technical Service Desk Hybrid role 3 days in office 2 from home.

We have an exciting opportunity for a Technical Service Desk person to join our client in Cambridge. In addition, this opportunity has hybrid working, 3 days in the office and 2 days from home. However, there will be client visits on occasions, but travel expenses will be reimbursed.

Working Hours are, Monday to Friday (8am – 6pm). Alternating shifts are available.

Firstly, the Technical Service Desk role is responsible for procedures related to identification, prioritisation and resolution of incidents and Service Requests.

Most importantly, the Technical Service Desk person needs knowledge and working experience of Network and Infrastructure troubleshooting and maintenance.

A SNAPSHOT OF WHAT YOU WILL BE DOING:

Gathering information to resolve Incidents and Service Requests
Remote support that involves speaking with customers. As a result, good
communication skills are a must.
This role is 1st point of escalation for all cases so, consequently technical knowledge is important.
Identify, recommend, develop and implement end user training programs to increase
computer literacy and self-sufficiency.
Assist with the development and communication of documentations. Such as, usage guides and FAQs
Support the development, implementation and administration of service Centre staff
training procedures including policies around newly introduced software and hardware.
Contribute to escalated problem resolution. For instance, in-person, hands-on support to
end users when is needed.

IDEALLY, WE ARE LOOKING FOR THE BELOW KNOWLEGE AND EXPERIENCE:

Minimum 3 years experience working in an IT Service Desk Environment
Extensive application support experience with SaaS-based applications such as, O365,
D365, Five9, LogicMonitor would be an advantage.
Knowledge of computer hardware, including Desktop, Laptops, Servers, Networking and security vendors.
Working knowledge of a range of diagnostic utilities.
Experience with desktop and server operating systems, including Win10 & MacOS.
Knowledge and practical experience of monitoring and altering Network systems
Detailed knowledge of Word, Excel, PowerPoint and Outlook.
Full UK Driving License is needed.

If you are interested, have experience but have questions about this role, contact GTS.

Are you looking at IT Jobs Cambridge, however haven’t found the perfect role yet? Why not apply now!

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