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Service Desk Support Analyst 1st & 2nd Line

Location City, United kingdom
Posted 18-May-2019

Service Desk Support Analyst 1st & 2nd Line - Windows AD, Exchange, Office, Win 7/10 - Cardiff CF3

To 23,000pa DOE Permanent

We currently have an urgent vacancy for a Service Desk Support Analyst on behalf of our client based in the St Mellons area of Cardiff. Working within an existing team you will be responsible for providing 1st and 2nd line support to circa 1200 staff nationally in an ITIL based environment.

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

Strong 1st & 2nd line Service Desk experience in a Microsoft Windows environment (MAC desirable)Windows 2008 Server, Active Directory and Exchange 2010 experienceHardware setup, installation, troubleshooting and diagnostic assistance (Computer, Telephone, Laptop, Printer, Scanner)Network support, Installation, configuration (LAN, WAN, VPN, etc.) incl. switches, routers and firewallsInstallation, setup and diagnostics of MS Windows 7/10 & MS Office 2010/2013/2016 ProfessionalDesktop and browser security components: including site security certificates, firewalls and anti-virusExperience with Citrix XenApp / XenDesktop and SCCM (Useful)IT Service Desk case logging applications (Track-IT) and prior work experience within an ITIL environment preferredAbility 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.

The hours are 9.00 to 17.00 Monday to Friday 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.

Due to the nature of the organisations public services you must be able to pass UK Security Vetting to SC level or already hold current SC clearance.

In return our client offers competitive rewards and benefits including pension and life assurance, 25 days annual leave (pro-rata), voluntary benefits such as season ticket loans, cycle to work scheme, and the opportunity to play a key role in a national charity providing world-class services.

Important Information: We endeavour to process your personal data in a fair and transparent manner. In applying for this role, Additional Resources will be acting in your best interest and may contact you in relation to the role, either by email, phone or text message. For more information see our Privacy Policy on our website. It is important you are aware of your individual rights and the provisions the company has put in place to protect your data. If you would like further information on the policy or GDPR please contact us.

Additional Resources Ltd is an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Businesses Regulations 2003

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