1st & 2nd Line Service Desk Analyst/ Engineer

Job Type:
IT & Technical
Salary Description:
£Competitive Salary Offered
Job Ref:

Betting Jobs are working with an internationally-recognised betting brand as they seek to hire an experienced Service Desk Analyst for their Gibraltar-based support team. Contact us today for immediate consideration.

Purpose of the role:
The Service Desk Analyst role is an exciting and challenging one. The Service Desk Analyst will have a proven track record of working in a busy technical service department. A customer centric person with a passion for IT, IT development and progression, the Service Desk Analyst will have the ability to think outside the box to find excellent resolutions to technical matters.
Core aspects of the role include responsibility for answering customer enquiries by phone, email and through a dedicated incident handling solution. Excellent communication is paramount, with both customers and peers. All Communication must be completed in a clear and plain speaking way, ensuring understanding of any updates on the progress of incidents and retaining ownership until a mutual resolution is reached.

Key Responsibilities / Duties:
Providing 1st and 2nd line technical support for hardware and software issues.
Ensure all calls are logged into the Incident Handling solution and progress notes are added to all calls.
Ensure that all customers receive a 1st response with 15 minutes.
Managing the timely resolution of open calls and call actions across all customers.
Deliver Exceptional Customer Service.
Proactively managing problem calls through to completion in a timely basis.
Work well under pressure.
Proactively working to improve internal processes and hardware requirements.
Work on multiple issues at the same time.
Pro-actively identifying potential problems and issues on sites and investigating, taking ownership and putting forward a plan for resolution.
Identification of potential opportunities to replace or implement new solutions or equipment at sites.
Ensuring OLAs are met.
Sharing your technical knowledge and assisting your colleagues with issue resolution.
Research and development for internal system improvements.
Liaising directly with the Team Leader about new technologies and market developments.
Delivering exceptional customer service and demonstrating the ability and desire to go ‘Above and beyond’ for our customers.
Collaboration with other Service teams to resolve any customer issues.

Person Specification, Skills, Experience & Qualifications:
A deep understanding of the following technologies is a must:
Microsoft windows technologies (active directory, Exchange, Win7, Win10)
Print services
Networking skills
VM Ware
Dell Hardware
Lenovo Hardware
Imaging (SSCM, WDS)
Printer setup (Dell/HP)
Mobile devices (Apple/Android)
MS Office
Remote admin
Browser technologies (IE/Chrome)
Apple Mac troubleshooting skills
Cisco Skills (VOIP, Networking, General Telecoms)
Symantec EP
MS Exchange
Office 365

Technical Skills:
Desktop PC’s and Operating systems (Windows 7, Windows 10)
Apple OS X
Networking and firewalls
Server configuration and support
Very strong all round technical competence
Anti-virus software management and deployment
Back up technology
Server Installation
VM Ware Horizon
IT Security
Active Directory

Contact Details:
Tel: +44 (0) 1355 588 988
Contact: Mark Jardine

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