1st Line Support
1st Line Support - Service Desk Analyst, Active Directory, Crawley SEO: 1st Line Support, Service Desk Analyst, Active Directory, DNS, Windows Server, ITIL, Crawley, Sussex Based in Crawley, West Sussex, our client is a Globally recognised Service Desk Analyst. As an IT Service Desk Analyst, you will be responsible for taking support calls and resolving queries as part of our client's IT Service Desk team. You will be providing excellent levels of IT support to your internal colleagues. Technically strong Active Directory Skills around mail box, file store permissions and very strong customer skills. Must be self-sufficient and able to provide value to the team from day one. What You will be doing: - Provide first line contact handling (Telephone calls, Email and Self Service) for all issues reported to the Service Desk. - Take ownership for basic technical issues by asking relevant questions, recording details accurately in our service management system, investigation and resolution of first line issues. - Fulfilment of end user requests which have been recorded in the service management system. - Escalate more technical issues to second line support team members on the Service Desk and onward into the infrastructure support team. - Escalation of priority incidents as part of the incident management process. What we are looking for: - Active Directory, DNS, DHCP, Windows servers /infrastructures up to 2012. - Microsoft Exchange 2010 & Office 365. - Minimum of Two years' experience in a Service Desk environment - Minimum ITIL Foundation V3 qualification. - Excellent communication skills (written and verbal). - Demonstrated customer service skills. - An ability to work under pressure and take ownership for tasks and customer issues. - IP Telephony. - Citrix & Remote Desktop Services. If this is of interest, please reply back to this advert with an upto date CV coupled with your current availability.