Service Desk Analyst

Job description

The successful candidate will be part of a large service desk team (c90) working to ITIL standards supporting the BBC account. This is a fast paced environment working to set SLA’s working as part of a shift based team. The team works to high professional standards to meet high expectations from our customers. We are able to offer training on bespoke systems that we support. Career development opportunities are also possible. 
 
This is a desk based role, the successful candidate will be required to answer the telephone calls / emails for the duration of the shift. This role will require the need to work on a shift basis to provide a service to the customer between the hours of 8am – 6pm Monday - Friday. This is a 12 months fixed term contract. 
 
Main duties:
- Dealing with incoming incidents in a professional, courteous manner over the phone and via email web, internet & HTML
 
- Incident Management i.e.; logging tickets, dealing with 2nd and 3rd line resolution teams, 3rd parties and keeping the user informed throughout the life cycle of an incident.
      => Supporting Windows 7,
      => Configuring and Troubleshooting Startup Settings,
      => Troubleshooting Startup Issues,Hardware Device, Device Driver, and Performance Issues,
      => Using Group Policy to Centralise Configuration,   
      => Configure performance options, 
      => Troubleshooting Network Connectivity Issues,
      => Use Remote Desktop / Assistance,
      => Troubleshooting User Issues by Using Remote Assistance,
      => User Logon Issues,
      => Troubleshooting Security Issues, Internet Explorer and Content Access Issues,
      => Troubleshooting Operating System and Application Issues,
      => Troubleshooting software installation escalations. e.g. installation permissions; local administrator requirement; licensing restrictions,
      => Troubleshooting enterprise logon issues e.g. hardware vs. network; password expiration; 
      => Troubleshooting enterprise network connectivity issues. e.g. determining scope of issue; determining whether it’s a PC or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway
      => Troubleshooting enterprise names resolution issues. e.g. checking which DNS is assigned; flushing the DNS cache; nslookup to DNS server; checking the DHCP scopes      
      => Troubleshooting enterprise network printer issues. e.g. hardware failure; server issues; printer failure; network issues; driver issuesJob Requirements
 
Essential criteria:- Experience in Incident Management i.e.; logging tickets, dealing with 2nd and 3rd line resolution teams, 3rd parties and keeping the user informed throughout the life cycle of an incident,
- Customer Service skills, with demonstrable experience in delivery of Customer Service in a target driven environment, including effectively dealing with difficult customers
- Can demonstrable experience in supporting customers using web, internet & HTML,
- Fluent English Language skills, able to communicate easily with customers both verbally and in writing. Able to describe technical details to non-technical customers in simple plain English.
- Demonstrable understanding and experience in the following areas:
      => Configuring and Troubleshooting Startup Settings
      => Troubleshooting Startup Issues and Network Connectivity Issues
      => Use Remote Desktop / Assistance
      => Troubleshooting User Issues by Using Remote Assistance
      => User Logon Issues
      => Troubleshooting Internet Explorer and Content Access Issues
      => Troubleshooting Operating System and Application Issues
      => Active Directory in the management/processing of user permissions and access rights etc.
 
Desirable criteria:
 
- Certification in Microsoft Office products or equivalent
- ITIL Foundation Certification or equivalent
- Demonstrable understanding and experience in the following areas:
      => Using Group Policy to Centralise Configuration,
      => Troubleshooting Hardware Device, Device Driver, and Performance Issues,
      => Configure performance options, 
      => Troubleshooting Security Issues,
      => Troubleshooting software installation escalations. e.g. installation permissions; local administrator requirement; licensing restrictions; digital signing,
      => Troubleshooting enterprise logon issues e.g. hardware vs. network; password expiration; 
      => Troubleshooting enterprise network connectivity issues. e.g. determining scope of issue; determining whether it’s a PC or a network connectivity issue; TCP/IP; hardware and cabling; proxies; default gateway,
      => Troubleshooting enterprise names resolution issues. e.g. checking which DNS is assigned; flushing the DNS cache; nslookup to DNS server; checking the DHCP scopes,
      => Troubleshooting enterprise network printer issues. e.g. hardware failure; server issues; printer failure; network issues; driver issues.

About Atos

Acteur international spécialisé dans les services informatiques, Atos SE (Société Européenne) est une société créée en 2000 par Bernard Bourigeaud. Employant 76 300 collaborateurs répartis dans 52 pays, la mission d’Atos s’articule autour de quatre métiers principaux : conseil et services technologiques, intégration de systèmes, l’infogérance et les services transactionnels de haute technologie. En 2012, Atos a généré un chiffre d’affaires de 8,6 milliards d’euros. En plus de son engagement quotidien auprès de ses clients pour les aider à réaliser leur vision de l’entreprise du futur, Atos est également le partenaire informatique mondial des Jeux Olympiques et Paralympiques. Les activités du groupe se retrouvent sous différents noms (Atos, Atos Consulting, Wordline et Atos Worldgrid) mais ne répondent qu’à une seule devise : Your business technologists.