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Service Desk Analyst/Hardware Support Analyst A fantastic opportunity has arisen for a Server Support Analyst/Service Desk Analyst/First Line support Analyst to join well established blue chip organisation based at their prestigious offices in Leicester. As a Server Support Analyst/First Line Support Analyst you will be responsible for: Logging all customer tickets accurately and delivering a timely completion of all tickets. Proactively monitor, review and chase outstanding tickets to ensure that they are responded to promptly, to defined operating procedures and within agreed contractual service levels and provide the highest level of customer service at all times to all customers and users. * Scope and accurately log and process each customer ticket and carry out basis fault diagnosis to identify whether the ticket can be resolved on a first time fix basis. * Monitor resolution progress to ensure that the SLA is met for each ticket * Own and monitor the progress for each customer ticket and ensure that the customer or user is kept fully updated throughout its life cycle. * Ensure that all activities, including any chases or follow ups are added to our clients ticketing tool, or where applicable the customers databases. * Proactively monitor, identify and follow up on any tickets that are in 'jeopardy' of breaching contractual obligations. * Maintain a high level of customer service always to provide an excellent customer service experience As a Server Support Analyst/First Line Support Analyst you will have: * Previous experience of working 'hands on' with computer Hardware and Servers * Hardware Service Desk Experience * Experience with Physical Servers across vendors such as Dell, IBM, HP and Sun * You will be a confident communicator * Ability to work under pressure * Excellent customer service skills * A understanding of IT networks & IT Fundamentals * CompTIA A+ or other IT qualifications are ideal but not essential * Strong user knowledge of MS Office Products * Methodical and logical approach to problem solving So if you are a Service Desk Analyst looking for your next exciting career opportunity please apply now! In applying for this position, you consent to your personal data being shared with the specified employer and for your details to remain with GTS for as long as is necessary to process your application. See our Privacy Notice for full information Global Technology Solutions is acting as an Employment Agency in relation to this vacancy.