Desktop Analyst recruitment

To provide Desk side support on a variety of software products used , particularly Microsoft Windows XP professional, Microsoft Office Professional suite.
To offer Desk side support on Hardware including Blackberries, Virtual desktops, Printers, Faxes, PCs, Monitors Headsets etc for all staff at all levels.
To respond to Help desk generated tickets within defined timescales.
To escalate unresolved or significant impact problems, whilst maintaining overall responsibility for the problem or activity.
Participate in the team rota, ensuring cover is provided between the hours of 8am and 7pm.
To gain an understanding of and subsequently support a variety of in-house applications.
To provide users at all levels with advice and guidance as required, in accordance with company standards.
To build and install PCs as required, ranging from a single new user, to supplying machines for larger projects.
Be willing to provide assistance with any other elements of IT support when required.
Assist the team with project delivery tasks as and when the need arises.
Provide VIP support when necessary

Responsibilities:

Using the current call ticket management system, update all allocated calls on a no less than daily basis.
Keep in regular contact with the support team throughout the day.
Manage tasks/projects allocated to you within the given time scales, seeking advice where necessary. Ensure that the relevant end user and also your team members are kept up to date with the progress of all projects.
Machine builds are to be carried out using the latest installation process.
Keep users apprised of an estimated time of resolution and continue to call periodically with progress reports
Attend team meetings.

Qualifications:

Positive and Responsive nature
Strong incident analysis skills
Professional and Presentable
Comfortable dealing with users of all levels, face to face and over the telephone
Customer Service mentality
Knowledgeable and adaptive
Reliable
Timely approach to problem solving
Flexible and helpful attitude
Able to use own initiative
An enthusiasm and proven ability to learn
Clear communicator and active listener
Patient
Ability to work as part of a team
Willingness to perform a share of mundane tasks
Self managing
Multitasking

Skills

Strong knowledge of Microsoft products (Office, Internet Explorer, Communicator, Windows)
Strong knowledge of PC and related hardware (Dell and HP products)
etc)
Experience with Blackberry™ support
Experience wiGood working knowledge of networks (WAN, LAN, Firewalls, th Sun SunRays and VMWare would be considered an advantage
Experience with RSA, CITRIX and Juniper remote access technologies would be considered an advantage
Experience with Cisco phone systems would be considered an advantage
Experience with Citrix would be considered an advantage
Experience with Heat or HP ServiceCenter would be considered as advantage
Competency with scripting, WMI, VBA, and SQL would be considered an advantage.
Experience with Windows server and server hardware would be considered and advantage.

For a confidential discussion, please email me at bonnie.thein@integraitgroup.com

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