IT Service Centre Analyst - Permanent - £26-28k - Central London Purpose of role: To provide 1st line phone support and 2nd line hardware support as part of the Centre. This is predominately a customer service focused role, which is a phone based role alongside hardware fault diagnostics for Desktops, laptops and mobile phones. Key aspects include: Call logging and resolution, taking ownership and management of internal customer issues, setting expectations whilst meeting the needs of the business. Critical competencies To respond in a professional, friendly, supportive, helpful and timely manner to all customers who contact the Service Centre via telephone or in person To provide tier one' desktop support to internal customers and answer incoming calls. Take ownership of issues raised and manage customer expectations, providing regular contact and progress updates, as agreed Act as a liaison with handover points (Business Systems) to drive through a resolution on behalf of the customer and deliver in accordance with agreed timelines Actively and professionally represent the IT Service Centre throughout the organisation Use sound judgment and take decisions that will maximize customer satisfaction Strive to continually improve personal performance in order to achieve team and departmental SLA's and KPI's Take responsibility for continuous self-development and own learning, progressing to tier two support and account management, providing an outstanding and professional support to specific areas of the business Work as part of a team and supports colleagues Contribute ideas and suggestions for the proactive improvement and effectiveness of the Service Centre delivery Deal with issues with minimum supervision Take the initiative in keeping your skills up to date with both current and emerging technologies Excellent Customer Service Effective Communication Quality & Continuous Improvement Experience and qualifications Good problem solving skills Pro-actively investigates cases, taking ownership and maintaining focus through to successful resolution A good understanding of PC configuration & maintenance essential Strong development and learning skills Essential: Minimum of 2 years' experience working in a Service Centre environment Experience of the following systems/technologies: Supporting Microsoft Windows 7 in an enterprise environment Administrating Microsoft Active Directory 2008 Supporting Microsoft Exchange 2010 Supporting Microsoft Office 2010 Supporting remote connectivity/VPN Supporting LAN/WAN technologies Supporting backup solutions - Backup Exec 2010 Supporting HP hardware (Laptops and Desktops) Supporting Citrix Supporting Printers/Multi-Function Devices Desirable: ITIL Foundation Experience of Sophos Experience of Landesk Servicedesk Experience of Landesk Total User Management MCDST or other relevant Microsoft Certificates Experience supporting Apple iPhones Experience of working with an Incident Management Tool Experience using Microsoft SCCM Experience supporting SAP IT Service Centre Analyst - Permanent - £26-28k - Central London

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