Qualifications, Educated to minimum ITIL or equivalent Application Knowledge and GCSE or equivalent in a training to form, Experience: range of subjects and/or foundation level interview equivalent relevant work experience Service Desk Analyst qualification A proven record of Customer Service Experience supporting a diverse PC and Web literate array of operating including Microsoft Office systems across a applications large scale enterprise infrastructure Experience supporting MS Windows environments Practical experience and troubleshooting working in an IT issues Service environment including working knowledge of service Previous Service Desk or centre management Call centre experience software Some familiarity with the World Wide Web and authoring web documents Experience logging and managing enquires using an ITSM tool or comparable database with in set time scales and SLT’s and SLA’s Planning and Ability to plan own work Prioritise tasks Application Organising: but also to work as part of through sound form, a team knowledge of interview incident management Able to follow standard working practices and procedures Thoroughness, accuracy and attention to detail Problem Solving and Fault diagnosis and Ability to proactively Application Initiative: troubleshooting skills. follow incidents and form, problems through to interview resolution. Ability to new technology to business problems Methodical, calm and under pressure
Qualifications, Knowledge and Experience: Educated to minimum GCSE or equivalent in a range of subjects and/or equivalent relevant work experience A proven record of Customer Service PC and Web literate including Microsoft Office applications Experience supporting MS Windows environments and troubleshooting issues Previous Service Desk or Call centre experience ITIL or equivalent training to foundation level Service Desk Analyst qualification Experience supporting a diverse array of operating systems across a large scale enterprise infrastructure Practical experience working in an IT Service environment including working knowledge of service centre management software Some familiarity with the World Wide Web and authoring web documents Experience logging and managing enquires using an ITSM tool or comparable database with in set time scales and SLT’s and SLA’s Application form, interview Planning and Organising: Ability to plan own work but also to work as part of a team Able to follow standard working practices and procedures Thoroughness, accuracy and attention to detail Prioritise tasks through sound knowledge of incident management Application form, interview Problem Solving and Initiative: Fault diagnosis and troubleshooting skills. Ability to new technology to business problems Methodical, calm and under pressure Ability to proactively follow incidents and problems through to resolution. Application form, interview
MSA%20Level%202b%20-%20Service%20Desk%20analyst.docx