Level 1 Service Desk Analyst Responsibilities To take/log/monitor/resolve IT related incidents/service requests via phone/e-mail/portal. Must be self-motivated with excellent customer service and liaison skills To be proactive and "own" calls residing on the Service Desk Drive/manage calls to resolution within SLA Act as a first line escalation point (for immediate issues) and refer more complex issues Liaise with customers and 3rd Parties as and when required Develop content in Knowledge Base Pro-actively resolve issues with service calls, escalating when required via structured process. Ability to mentor and instil best practices in others in terms of ticket management and customer care. Experience/Knowledge. Excellent communicator both written and verbally The ability to work well alone and under pressure Previous experience of Wintel environment Analytical Skills and demonstrable logical thought process Clear and professional telephone manner Previous Service/Help Desk experience MS Office Suite (to include up to Office 365), Internet, email (Outlook - Exchange/ Google mail), fault diagnosis, AD, AAD, Citrix and RDS Assist with assignment of calls Assist with call queues. Basic Hardware knowledge (HP platforms) Build knowledge of Bespoke Business Apps Wintel knowledge (Win 10/11, Windows Server 2008/16) Basic Networking knowledge and understanding of VPNs Call ownership and monitoring Basic Exchange Administration Assist with Tablet Devices issues Assist with Mobile ..... full job details .....