IT Service Desk Analyst - Birmingham Office

IT Service Desk Analyst - Birmingham Office

Birmingham Office Support Functions are currently recruiting for a hard-working IT Service Desk Analyst to join their dynamic team on a full-time basis, working at our lively Birmingham Management Offices.

Key Accountabilities:

• First line support to the business with regards to all IT related issues
• To retain ownership of incidents, end to end until the issue is resolved
• Responsible for working within Service Level Agreement (SLA) guidelines published to business community
• Support a UK based portfolio but provide on-site support to Star City and Resorts World Birmingham as needed

Personal Skills & Experience:                                                                                                                                  

Positive, can do attitude

• Ability to set and manage customer expectations and deliver on promises
• Experience working in an ITIL based environment, with ITIL Foundation advantageous
• Solid understanding of the need for procedures, practices and standards for use within an IT department with the ability to put these into place where they do not already exist

Technical Skills:

• Ability to troubleshoot problems experienced on desktop/portable machines to determine whether they are related to hardware, software, data, network issues or a combination of these
• Windows 7 & 10 skills put into practice frequently over the past two years, with relevant MCP qualifications advantageous
• Basic understanding of networking topologies – LAN and WAN
• Good understanding of remote access services such as the use of secure VPN technologies