1st & 2nd Line Service Desk Support Analyst - Windo

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Additional Resources Limited
IT & Telecoms
London W1
Job Type
Permanent/Full Time
Date Posted
5th December 2017

Job Description

IS Service Desk Support Analyst - Windows, Exchange, AD, Citrix - National Charity
Central London W1
£27,000pa Pro Rata - 5 month FTC

We currently have an urgent vacancy for a Service Desk Support Analyst on behalf of a National Charity based in the West End of London. Working within a team you will be responsible for providing 1st and 2nd line support to circa 1500 staff nationally in an ITIL based environment.

We are looking for an individual who is able to offer solid Service Desk (Support Analyst) experience in a Microsoft Windows environment providing 1st - 2nd line technical support including application support of bespoke applications (CRM). We need someone who is able to offer:

- Solid 1st - 2nd line Service Desk experience in a Microsoft Windows environment (MAC desirable)
- Windows 2008 Server, Active Directory and Exchange 2010 experience
- Hardware setup, installation, troubleshooting and diagnostic assistance (Computer, Telephone, Laptop, Printer, Scanner)
- Network support, Installation, configuration (LAN, WAN, VPN, etc.) incl. switches, routers and firewalls
- Installation, setup and diagnostics of MS Windows 7/8/10 - MS Office 2010/2013 Professional, SCCM experience (preferred)
- Experience with Citrix XenApp and XenDesktop (strongly preferred)
- Desktop and browser security components: including site security certificates, firewalls and anti-virus
- Act as an escalation point for 1st Line Service Desk support Analysts
- IT Service Desk case logging applications (Track-IT) and prior work experience within an ITIL environment preferred
- Ability to multitask across multiple incidents, be organised and have a keen eye for detail

Naturally, as the role involves supporting users nationally you will have excellent communications skills, both verbally and written.

You will be working within a three core shift system thus ensuring that the IS Service Desk is adequately covered between 08:00hrs and 20:00hrs with occasional rare travel to support local offices and stakeholders throughout the country. This is a high volume environment and you will be dealing with circa 35-40 tickets a day. The right candidate must have the ability to take ownership of issues and see them through to resolution while providing excellent service.

Whilst we attempt to respond to all candidates within 3 days, if you haven't heard from us within this period please conclude that your application has been unsuccessful. We are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies - Employment Businesses Regulations 2003.

Keywords: Service Desk, 2nd Line, 1st Line, Support, Helpdesk, ITIL, Citrix VDI, Citrix XenApp, Citrix XenDesktop, Windows 2008 Server , AD, Active Directory, Exchange 2010, Windows XP/7/8/10, Office 2010, Firewall, Antivirus, Anti-Virus, Antispyware, Spyware, Broadband, ADSL, VPN, Microsoft Dynamics CRM, Track-IT

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