Agilisys is the UK's most innovative IT services and outsourcing provider, helping our clients transform their business. Working for both the public and private sector, we have earned a strong reputation and hold deep domain expertise within local government, travel and tourism, retail financial services and healthcare.
We design, build and operate an integrated end-to-end suite of IT and business process services, meeting the needs of our public and private sector clients through cost-effective shared service platforms. We support our clients through a network of offices and centres of excellence throughout the UK, Ireland and India, employing over 1,000 staff.
Title:
Service Desk Technical Analyst - London
Posted On:
11/5/2009 9:08:35 PM
Designation:
Service Desk Technical Analyst
No. of vacancies:
1
Qualifications:
Degree in Computer field
| Essential Skills: |
| Skills | Specialization | Years |
| ITIL | - | 3 |
|
Minimum Total Experience:
3
Job Tenure:
Full-time Only
Salary Offered:
£2,2581-£25,932
Job Location:
London
United Kingdom
Purpose of the role:
Providing 1st and 2nd line service desk technical support for 3000+ clients within agreed SLA targets and to a level that ensures all incidents that do not require a visit are resolved over the phone at the first point of contact. This includes problem resolution of standard desk top systems and simple application support and guidance for business application systems.
Key Responsibilities:
1) Logging all incidents and change requests received by 1st line Service Desk
2) Remote problem resolution within SLA targets
3) Prioritising of incidents
4) Identification and referral of incidents requiring 2nd line support
5) Identification and referral of change requests
6) Problem management
7) Major incident management
8) FAQ maintenance
9) Intranet publishing
Person Specification
1) Very good knowledge of Microsoft products, XP workstations and their peripherals, Citrix and Thin Client.
2) Understanding of back up processes.
3) Understanding of asset management and inventory maintenance.
4) Understanding of Service Management such as ITIL and SLAs
5) Must have a good understanding of Thin Client Architecture
Skills:
1) Experience of supporting clients in a desk top environment by recording call details on a service desk system and providing remote support.
2) Ability to accurately analyse and assess problems.
3) Good communication skills - verbal and written.
4) Ability to prioritise tasks and manage own time effectively
Qualifications:
Educated to A level standard or equivalent or above
Qualities:
1) Excellent customer care and telephone manner
2) Ability to work in a high pressure environment
3) Effective Team player
If you meet the above skill sets, please apply online.