1st Line Service Desk Support Analyst

A great opportunity has arisen for a 1st Line Service Desk Support Analyst to provide Service Desk support to customer’s networks, including desktop and server support. Includes liaising with 3rd line parties and other vendors to resolve network and application issues and ensuring customers are kept informed at all times. This role will also include dealing with clients' requests, queries and on site visits on a rotational basis. It will also include some data recovery, PC inspections, PC rebuilds and new PC setups.
SORRY BUT THIS VACANCY NO LONGER EXISTS

Who are we...

• The Internet Group is a leading specialist provider of managed IT services to business clients
• Leading IT Service Provider specialising in cutting edge Microsoft and Cisco technologies
• Diverse technology base
• Large portfolio of clients, national and international, with varied sized networks ranging from small business to enterprise
• Strong reputation for customer service and best-practice solutions
• Service Desk Institute 3 Star Accreditation (smallest company in the world to obtain this accreditations)
• Winner of “SDI’s IT Service Excellence Supplier of the Year 2010” award (as nominated by their clients)
• Winner of “SDI’s IT Service Excellence Professional of the Year 2010” award
• Winner of Best Places to Work in IT – 2008

The Role...

• Develop and maintain rapport with end users by displaying a detailed understanding of their IT environment and business issues.
• Establish and maintain high levels of incident ownership through incident lifecycle to a satisfactory conclusion
• Analyse the nature of queries and customer problems and provide suitable solutions within satisfactory timescales
• Understand and operate the escalations procedures
• Meet personal, team productivity and quality targets in line with Support Services Department
• Establish and maintain high levels of incident ownership throughout incident lifecycle to a satisfactory conclusion

You must possess the following skills...

• Excellent Desktop knowledge on the full range of Microsoft Operating Systems
• Solid understanding of Microsoft Windows Server 2003/ Server 2008/ SBS
• Solid understanding of Active directory
• Experience of Microsoft Exchange administration
• Ability to build and configure a Server & Work station
• Client focused and quick to react
• Ability to diagnose issues and investigate solutions
• Any Microsoft or IT related qualifications will be a distinct advantage (e.g. MCP, MCTS, MCSA, MCSE, MCITP, CCNA, ITIL, SDI)
• Excellent written and verbal communication skills
• Proven customer service skills
• Ability to work under pressure
• Minimum of 12-18 months experience in a similar position

What we offer...

• £18,000-£22,000
• Excellent training (individual training budget) and development opportunities
• Full benefits package

If you are interested in this role please email your covering letter and CV to recruitment@theinternetgroup.com quoting reference 1LSDA.