Service Desk Analyst

Job Description
To log, monitor and resolve a diverse range of technical incidents/requests from end-users across the organization in order to provide a prompt first/second line supports ervice to end users to resolve incidents at first time fix target.
Job Responsibilities
Accurately log all calls from customers and assess their priority in a multiple environment with over 400 be spoke applications in order to enable the prompt and effective resolution of the incident/request
Account administration for new users, moves and changes. Basic Server Administration in order to maintain the security of systems used at Cambridge Assessment
Respond and fix where appropriate incidents such as basic PC problems, application support, changing passwords, freeing locked accounts, increasing network space etc. In order to provide a prompt first/second line support service to end users
Liaise with other parts of IMCSG and external third party suppliers in order to ensure effective customer service delivery
Email releases. Citrix, Cisco Call Manager and IPCC administration

Job Requirements
Educated to degree level or equivalent
Experience of working in a busy IT environment
Proven experience of providing 1st line technical support in a large window XP/2003 environment
Excellent Service Desk and Customer Service skills
Good telephone manner and the ability to extract critical information to allow effective resolution of problems
Ability to communicate ideas to technical and non technical audiences
Knowledge and awareness of ITIL processes
Excellent analytical and problem solving skills
Logical and efficient
The ability to multi-task and prioritize a heavy workload
Good knowledge of Microsoft desktop configuration, network infrastructure and active directory
Excellent communication skills both verbal and written
Ability to work well individually and as part of a team