We are looking for a Duty Desk Analyst (Junior Support Engineer) to be based at Costa Express in Loudwater. You will be responsible for working with users to quickly resolve technical problems with Windows, software and corporate devices, and will ensure that we can deliver exceptional service to our client.

Responsibilities:

• Prioritise a range of technical queries logged directly and indirectly into the desktop ticketing system
• Work with end users to diagnose, register and resolve support issues across user devices and a range of software applications
• Ensure all service level agreements are being met
• Investigate desktop support problems and resolutions to determine trouble trends or problem support areas and to ensure support procedures are being followed
• Manage print queues and meeting room setup, and provide support for video conferencing facilities
• Create and maintain support documentation to assist with quick resolution of incidents and enable users to become more self-sufficient
• Be the first point of contact for users (office and field based)
• Ensure all calls are logged to the required standard and maintain call notes