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Services Desk Analyst
2 weeks ago
Service Desk Analyst is the position responsible for initial customer engagement and Request Fulfilment process to provide in room and remote meeting assistance, technical support to customers and employees for Cisco Webex, Webex CVI, MS Teams and room hardware technologies.
Key Accountabilities:
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ITIL Process Ticket Management
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Service Request Fulfillment and Customer Support
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Event Hosting and Production
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Maintenance Tasks
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User Level Training
Experience and Quslifications:
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3 years' experience as a Service Desk Analyst in a tier 1 or 2 level MSP business.
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Demonstrated ICT Service Desk experience via phone, email, face-to-face and remote access with sound knowledge of the functions of Windows and network operating systems within a Government environment
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Experience using an ITSM application for ITIL ticket management
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Knowledge and ability to assist others with the installation, management, updating, maintenance, and troubleshooting MS Teams, Webex and Windows on pc, tablets and other handheld device technologies.
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Experience in supporting networked devices running Windows 10 and 11 including the use of remote desktop technologies
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Demonstrated ability to problem solve and complete technical updates, and technical acumen
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Knowledge of ITIL Methodology (desirable but not essential)
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Microsoft Certifications for Windows 10 / 11, and MS Teams (desirable but not essential)
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Cisco Webex Application experience (desirable but not essential)
Person Specification:
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Demonstrated interpersonal skills and personal qualities that facilitate the development of good working relationships and enhance the provision of quality client service in a team environment.
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Ability to rapidly self-learn, adapt, test, integrate and apply new or modern technologies, methodologies, and workflows (software and hardware).
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Ability to prioritise work schedules by being self-directed and motivated and perform all Ticket management and Maintenance tasks with attention to detail.
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A 'can do' customer focused attitude to service delivery for meeting support, Event host and production activities.
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Ability to work as a member of a team and to develop collaborative and productive relationships with the team lead and line manager, and customer stakeholders.
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Ability to be self-motivated to completed essential Service Request tasks and Reporting
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Willing to share knowledge, and guide customers and peers where necessary.
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A customer service ethic and demonstrated ability to maintain positive customer engagement even through adverse encounters.
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A quality approach to written communication. including complete sentences and well-developed technical statements and update notations.
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Professional display of verbal communication skills, with calm tone and correct use of terms a phrases.
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Organised, and outcome focused.
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Flexible and adaptable to changing work requirements.
If you wish to apply for this position, please submit your resume by clicking the 'Apply Now' button. For further information please contact Arsh Sangha on ***.
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