QMD17-Utilize-LogoService Desk Analyst


Service Desk Analyst (Technical)
Utilize are expanding! Their customer service & technology focused teams are growing fast. Be a part of something special,
apply for a position with Utilize today. Utilize are seeking experienced IT Support Engineers, preferably at a ‘2nd line’ level to
join our fantastic team. They aim to provide a world class service to all of their clients, as such you will be working in a fast paced environment as an integral member of the support team, resolving IT incidents & carrying our service requests.
 Resolving incidents & service requests as the first point of contact for our clients
 Working closely with technical support teams for escalation and updates
 Be a team player
 Working within three shift patterns (7am to 4pm, 8:30am to 5:30pm, 10am to 7pm)
 Adhere to best practice and processes of both Utilize & our clients
 Respect our culture and vision

Essential criteria

 At least a year of previous experience working in similar capacity
 Active Directory Administration (Setting/Removing Users, Password Resets, etc)
 Microsoft Exchange Administration (Configuring Email Addresses, Distribution Groups, etc)
 Configuring Printers (Connect users to network printers, clear print queues, etc)
 Troubleshooting Windows 7 & above
 Troubleshooting & configuring Outlook 2010 & above
 Troubleshooting internet connectivity issues (Understanding of basic ADSL faults)
 Able to manage communication between clients & third parties
 Excellent customer service
 Good command of the English language

Desirable criteria
 At least a year of previous experience with a Managed Services Provider
 Knowledge of firewall technologies
 Knowledge of different types of Internet Connectivity (ADSL, FTTC, Leased Line, etc)
 Incident Management experience
 ITILv3 Foundation Certification
 Competitive salary
 20 days holiday + bank holiday + loyalty bonus
 Pension scheme
 Cycle to work scheme
 Training & development

Communications:-To Triage Supervisor:-

 Any issues effecting service
 Any issues effecting members of your team
 Any issues effecting network support or customers
To Client Support Manager:- Any issues / queries regarding salary amendments
 Any issues that the Triage Supervisor cannot rectify
To Head of Client Support Services:- Any issues that the Client Support Manager cannot rectify
Performance Standards & Key Performance Indicators
Performance targets are to be agreed with your immediate manager and director.
The company’s success and your rewards are both common factors. With us all knowing what
needs to be achieved in regards to personal and company targets we will all be focused on quality,
profit, growth and service to our customers and helping each other strive to achieve our goals.
There is to be a formal Annual Appraisal Interview with your immediate manager with informal
reviews more frequently – to evaluate the actual performances against target, personal and
professional goals and development needs to progress.
Responsibility Framework
The holder of this role would be expected to operate within levels 1 & 2 of the Responsibility

Level 1
Works under supervision, using little discretion. Expected to seek guidance in unexpected scenarios.
Minimal influence on the team, interacting with immediate colleagues only.
Performs routine activities, requiring assistance in resolving anything out of the ordinary.
Contributes to identifying own training requirements. Can maintain effective dialogue with others.
Able to learn new skills and apply newly acquired knowledge, following the code of conduct and
adheres to organisational standards.

Level 2
Works under routine direction, using limited discretion to resolve any issues.
Interacts and may influence immediate colleagues.
Performs a range of work activities, sometimes contributing to simple issue resolution.
Able to absorb information when it is presented systematically and apply effectively. Has sufficient
communication skills for effective dialogue with customers, suppliers & partners. Able to plan and
monitor own work within a short space of time. Demonstrates a rational and organised approach to
work. Identifies and negotiates own development opportunities.

Working requirements / other information
Treat all information as private and confidential and regularly read and understand the company
Terms and Conditions of Employment.
Adhering to all regulatory requirements and any ISO standards that the company adopts.

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