Service Desk Helpdesk Analyst
Location:
Coventry, West Midlands
Salary: £16k-£18k based on experience
Job Type: Permanent
Service Desk / Helpdesk Analyst: Microsoft Desktop products including Windows XP, Microsoft Office 2003 / Office 2007, Microsoft Windows Server 2003, Terminal Server, Active Directory, Experience in supporting Microsoft Exchange and Microsoft Office SharePoint 2003 / SharePoint 2007 is an advantage.
Our expanding Coventry based Service Desk is looking for excellent customer support staff to provide remote telephone and online support to end users at a 1st and 2nd line level.
Working as part of a 24/7 team you will provide support for Incidents and Service Requests for multiple managed services customers. Successful candidates will be required to manage tickets using Service Desk software and to work within a defined SLA. You will also be expected to…
- Correctly categorise, prioritise and log tickets
- Perform triage and hand-off to other Resolve Groups
- Keep users informed of progress and monitor SLA performance
- Provide end-user support and assistance for typical Windows Desktop and Office based tasks
- Follow processes and procedures correctly
- Perform proactive tasks including check-lists and basic diagnosis
- Liaise with Management and third-parties
- Work independently as well as part of a multi-skilled team
- Work differing shift patterns including nights
The ideal candidate must be able to provide first-rate Customer service during the delivery of all aspects of the role and will ensure continual outstanding operational service for our customers. It will be an advantage if you already have experience of outsourced or IT service provision however impeccable customer service skills and the ability to learn quickly are also required.
Technical skills required – you must be able to demonstrate working knowledge of supporting…
- Microsoft Desktop products including Windows XP
- Microsoft Office 2003 / Office 2007
- Microsoft Windows Server 2003, Terminal Server, Active Directory
- Experience in supporting Microsoft Exchange and Microsoft Office SharePoint 2003 / SharePoint 2007 is an advantage.
Trinity Expert Systems is a well respected and leading IT services and solutions provider. We are committed to delivering professional, enterprise level solutions that address the business challenges of our clients within a broad range of market sectors.
This is a chance to work for a Midlands based Microsoft Gold Partner providing support for a wide range of customers from SME organizations through to Blue-chip and Enterprise customers and the role allows for career progression within Trinity for successful candidates.
Please note we are only looking at locally based candidates that live in Coventry and its surrounding areas.
For all roles at Trinity Expert Systems, the company must comply with our contractual obligations to our clients. Consequently we are committed to undertaking a Criminal Records Bureau (Basic level) search, through Disclosure Scotland (DS) and a Credit check through Experian Ltd. You should be aware that we will undertake these searches if you are a successful applicant.
Unfortunately we are unable to respond individually to each applicant. If you do not hear from us within 28 days you may assume you have not been selected on this occasion.
No Recruitment Agencies please.