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Service Desk Analyst

Contract Type:


Role Type:


Permission Type:


Company Name:



Ronnie Isherwood

Closing Date:

Thursday 31st December 2020

Provide first and second line support to JE3.COM clients ensuring associated Service Level Agreements are met through remote and onsite access to client systems.


  • Serve as the first point of contact for customers seeking technical assistance using the service desk call logging system, over the phone or email
  • Perform remote and onsite troubleshooting through diagnostic techniques and pertinent questions
  • Determine the best solution based on the issue and details provided by customers
  • Walk the customer through the problem-solving process
  • Direct unresolved issues to the next level of support personnel
  • Provide accurate information on IT products or services
  • Record events and problems and their resolution in logs
  • Follow-up and update customer status and information
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest possible improvements on procedures
  • Network and Application Administration
  • Provide technical assistance for questions and problems
  • Diagnose system errors and other issues
  • Follow up with staff to ensure full resolution of issues



3-5 years’ working experience in a service desk or similar role


Qualifications and Skills:

Qualifications preferable but not essential:

ICT or Computer Science A-LevelCompTIA A+ Certification



Essential Skills required to be proficient in:

  • Service Desk Management
  • Information Security
  • 1st Line Support, 2nd Line Support
  • General IT Administration
  • Active Directory and Group Policy Administration
  • Microsoft Exchange 2013, 2016, 2019 user administration
  • Microsoft Windows 2012r2, 2016, 2019 Datacentre
  • Microsoft Windows 2012r2, 2016, 2019 Remote Desktop Server
  • Microsoft Hyper-V 2012, 2016, 2019
  • Microsoft Windows 7 to Windows 10
  • Microsoft Office 2013, 2016, 2019 (Outlook, Word, Excel, Access)


Desired Skills:

  • Microsoft SharePoint
  • Microsoft Azure, Office365, EOP, Administration
  • Microsoft Teams
  • Zoom
  • Citrix XenApp or
  • Basic website security and backup
  • Veeam
  • SolarWinds RMM
  • GotoAssist
  • Freshdesk



  • Competitive salary
  • Competitive annual leave entitlement (with flexibility)
  • Flexible working arrangements
  • Training opportunities and support
  • Study leave entitlement
  • Attend IT and related industry events
  • PC and device purchase scheme
  • Be part of a small team who build strong relationships with their clients


If you would like to apply for this role, feel free to contact Ronnie Isherwood (JE3 Director) for an informal chat on Tel: +44 1534 618000 Mob: +44 7797 780100, alternatively, send your CV with a covering message to: