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IT Service Desk Analyst

  • Job reference: 26801
  • Location: Wakefield
  • Job type: Permanent
  • Start date: Not specified
  • Contact: Not specified
  • Sector: Infrastructure & Cloud Services
  • Salary: £17000 - £18000 per annum

IT Service Desk Analyst - Permanent - Wakefield

Our Global client is looking for an IT Service Desk Analyst to deliver first line technical support to a user base of approximately 4,500 staff. Providing analysis, diagnosis, escalation and resolution of customers' IT issues. Carrying out customer requests for new IT hardware, software and access.

The successful candidate will act as a single point of contact for phone calls, emails and self-service tickets from internal staff regarding all level 1 and level 2 IT issues, queries and requests. They will also be responsible for troubleshooting of IT-related problems from in-house software to hardware, such as mobiles, Laptops, PCs, thin-clients and Printers.



  • IT Service Desk and/or Call Centre experience required - specifically supporting users remotely.
  • Excellent communication skills and telephone manner
  • Excellent organisational and troubleshooting skills
  • Active Directory: creating user accounts, resetting passwords, creating groups etc.
  • Microsoft Exchange 2010 administration: creating shared mailboxes, distribution lists and amending permissions.
  • Strong knowledge of Microsoft-based operating systems with emphasis on Windows 7 and Office 2010
  • Experience with using and troubleshooting Outlook 2010 within a network environment (including but not limited to permissions, calendar sharing & delegation)
  • Telephony support, Cisco Unified CM Administration
  • Mobile support via Mobile Iron.
  • Troubleshoot network issues
  • Citrix knowledge, Xen App, Receiver.
  • VMware administration and support
  • Hyper V administration and support
  • BES maintenance, administration and support
  • SCCM administration and support
  • Telephony / Voice administration and support
  • Managing and supporting TCP/IP - printing
  • Experience of ICT System support and Data Security
  • Experience of Installing, Configuring and Upgrading ICT Software
  • Awareness of ICT Repair and Fault Diagnosis Procedure (IT RFDP)


  • ITIL V3 accreditation
  • MCP, MCSA or MCSE qualifications
  • Supporting Cisco UCCE platform
  • Knowledge and experience working with BMC Remedy.
  • Other relevant technical experience.


  • Self motivated
  • Ability to work under pressure
  • Attention to detail
  • Team player
  • Co-operative
  • Flexible

If interested please apply initially. Looking for an ASAP start.

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