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Service Desk Analyst

An exciting opportunity has arisen to join our IT Team.

The Person:

CSL are looking for a Service Desk Analyst, who is eager to learn with a can-do attitude. Highly motivated and organised with bags of enthusiasm, with excellent organisational skills. The role is an exceptional opportunity for the right, ambitious person looking for an opportunity to join a very high-class team.

The Role:

As the Service Desk Analyst you will be assisting other Infrastructure Engineers in effective design, provisioning, installation/configuration, implementation, operation, and the maintenance of systems hardware, software and related infrastructure. You will be joining a small team, who support our core network 24/7. Helpdesk support will form a key part of this role.

Duties & Responsibilities:

This role will encompass a range of responsibilities including but not limited to:

  • To take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal

  • Must be self-motivated with excellent customer service and liaison skills

  • To be proactive and "own" calls residing on the Service Desk

  • Drive/manage calls to resolution within SLA

  • Act as a first-line escalation point (for immediate issues) and refer to more complex issues

  • Liaise with customers and 3rd Parties

  • Develop & share content in Knowledge Base

  • Pro-actively resolve issues with service calls, escalating when required

Key Skills & Qualifications Required:

  • Excellent communicator both written and verbally

  • The ability to work well alone and under pressure

  • Previous experience of Wintel environment

  • Analytical Skills

  • Clear and professional telephone manner

  • Previous Service/Help Desk experience MS Office Suite (to include up to Office 365), Internet, email (Outlook - Exchange), fault diagnosis, AD.

  • Assist with the assignment of calls

  • Assist with call queues.

  • Basic Hardware knowledge (HP platforms)

  • Build knowledge of Bespoke Business Apps

  • Wintel knowledge (Win 10, Windows Server 2003/16)

  • Basic Networking knowledge

  • Basic Exchange Administration

  • Assist with MacBook & Mobile Devices issues

  • Knowledge of ITIL practices and processes

Desirable Skills:

  • MCITP Windows Server/Workstation Administration

  • Microsoft Office Specialist (to include MS Azure and O365)

  • ITIL Service Management Foundation

  • SAN technologies

  • Ms Exchange

  • Smartphones

  • SQL

If you have the above skills please apply now with an indication of your salary expectations for the role. With regret, due to the high volume of applications we are currently receiving, only successful candidates will be contacted.

CSL operates as an equal opportunities employer and we welcome all applications regardless of gender, race, disability, sexual orientation, religion or belief, age, gender reassignment, marital or civil partnership status, pregnancy or maternity.