Service Desk Analyst

Belmont Recruitment are currently seeking an experienced Service Desk Analyst for a temporary opportunity in the Norwich area. This is initially a three-month assignment, working 37.5 hours per week, Monday to Friday.

Overview

The successful candidate will provide first-line IT support, acting as the main point of contact for IT incidents, service requests and technical queries. You will investigate, diagnose and resolve issues across hardware, software, applications and networks, ensuring incidents are handled efficiently and within agreed service levels.

Main Duties

• Provide first-line IT support for incidents, service requests and technical queries
• Record, classify and prioritise incidents in line with Service Desk procedures and SLAs
• Investigate and diagnose hardware, software, application and network issuesResolve incidents and provide workarounds where appropriate
• Escalate issues to specialist teams when required
• Provide technical advice and guidance to customers
• Monitor and track incidents through to resolution
• Install and configure desktop software
• Administer IT accounts and system privileges in line with security policies

Essential Criteria

• Previous experience working within an IT service desk/helpdesk
• Experience providing first-line IT support and resolving technical incidents
• Knowledge of Microsoft Office 365 and Windows 10/11
• Strong customer service and communication skills
• Ability to diagnose problems, prioritise workloads and work to SLAs
• Relevant IT qualification such as BTEC, Diploma or equivalent

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