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IT Service Desk Analyst (Uxbridge, UK)

APCOA Parking UK

About The Role

The Service Desk Analyst will be responsible for providing a timely, customer focussed, efficient 1st and 2nd Line IT support for APCOA operations.

What you’ll do

  • Providing a timely, customer focussed, efficient 1st and 2nd Line IT support for APCOA operations.
  • First and second line support for all IT enquiries including bespoke SQL applications and Head Office IT systems
  • Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
  • Receiving, logging and managing calls from internal staff and external client via telephone and email
  • Maintaining an Asset Database and track changes
  • Troubleshoot basic network issues such as ADSL broadband issues
  • Escalate unresolved calls to the second line team
  • Log all calls in the Service Desk
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • To ‘cascade’ IT service information as required and to maintain good communications throughout the team
  • Communicate in a professional and courteous manner when dealing with clients and company staff
  • Maintain the highest standard of personal hygiene and appearance at all times
  • Adhere to Health and Safety requirements and good practice at all times

What You'll Bring:

  • Knowledge of the ITIL methodology, change management processes and risk management processes.
  • Knowledge of Microsoft server environment
  • Knowledge of Citrix environment
  • Knowledge and understanding of PC hardware set up and configuration

What we’ll offer you

  • Full Time - 40 hours per week.
  • £30,000 per annum
  • Training and development
  • Pension
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