IT Service Desk

IT Service Desk Engineer - £22K - £24K

* Service Desk Engineer

* Service Desk Incident Management (SDIM)

* 1st Line Desktop/Server Support

* Windows Server 2003/2008/2012 R2,

* Active Directory, Group Policy,

* Office 365

* MS Exchange Server 2010,

* Hyper-V

* VMWare

* Initially Remote 

Experience:

• Jira Service Desk: 1 year (Preferred)
• Zendesk: 1 year (Preferred)
• IT Service Desk: 1 year (Required)
• MCSA
• Office 365
• Microsoft Server 2010_16
• Active Directory

 Our client are looking for an IT Service Desk Officer to join their service team.

Duties:

• Acting as a single point of contact for all Incidents and Service Requests for business clients
• Answering telephone calls, emails to the Service Desk.
• Resolving and escalating Incidents and Service Requests within agreed SLAs, and keeping clients updated accordingly
• Work autonomously using JIRA Service Desk or Zendesk
• Be part of an on-call out-of-hours support team.
• Generate periodic report

Candidate Criteria:

• Minimum of 1-year experience working in a business-customer facing 1st or 2nd line support role.
• Experience with an ITSM ticket management system to manage all incidents and requests.
• Experience with JIRA Service Desk or Zendesk
• Proficient in ticket triage and escalation processes to tech teams.
• Experience with Office 365 Administration

• Experience with Exchange Administration (email accounts, distribution list, shared mailboxes, resource mailboxes, etc.).
• Experience with Reporting and Trend Analysis.