Service Desk Analyst

Location: Solihull
Job Type: Permanent
Discipline: Infrastructure and Support
Reference: NAC00029
Salary: £0 - £23000 per annum
This Birmingham based company are one of the leaders in the technology sectors by providing the best in upcoming software solutions. Due to their vast growth over the past few years they are looking for a Service Desk/Helpdesk analyst who will be accountable for supporting and meeting the needs of customers over the phone.

Responsibilities:

- Receive, log and manage calls from clients and internal staff via telephone email and Jira
- Maintain an asset database as well as tracking any differences to the system at all times
- 1st Line and 2nd line Support - troubleshooting of IT related problems.
- Ensure the maintenance of high customer service levels at all times
- Maintain composure when dealing with customer issues
- Provide specific stats for the weekly service desk report
- Have basic active directory knowledge
- Be able to create user accounts, reset passwords etc
- Log calls in Jira accurately

Desirable skills

- Experience of JIRA
- Experience of ITIL
- Incident Management experience - managing incidents

Benefits

- Pension
- Life Assurance
- Training & Certification
- Social Events


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