IT Service Desk Analyst

Job Description

To provide IT Service Desk support to internal staff, assisting them with hardware and software problems/queries via phone, email or in person

Key Accountabilities:

• To provide technical support to the group, answering support queries via phone, email, F2F
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Take ownership of user incidents and be proactive when dealing with user issues
• Log all calls on the call logging system and ensure these calls are updated regularly and in-line with business processes
• Document processes and procedures, and contribute to building the IT knowledge base
• Respond to enquiries from clients and help them resolve hardware or software problems
  either locally or remotely.
• Maintain a log of any software or hardware problems detected.
• Support users in the use of computer equipment by providing necessary training and advice.
• Build PC’s and provision other equipment included in the service catalogue
• Escalate tickets to other members of the team where necessary (as per the Incident and Service Request processes)
• Timely and accurate management of New Starter and Leaver tickets as per the documented processes
• Visit remote sites to provide face-to-face support when required.
• Work collaboratively with other members of the team to fulfil requests and resolve incidents promptly

What we can offer you:

• Competitive Company pension
• Cycle to work scheme
• 23 days’ holiday (plus bank holidays)
• Hybrid work
• 24/7 Access to virtual GP + Mental Health Support
• Eyecare Scheme
• Option to Buy Holidays + Roll over up to 5 Annually
• Professional Qualification Support
• Enhanced maternity and paternity leave
• Employee discount scheme (Gym, Retailers etc)
• Social events throughout the year
• Health & Wellbeing programme
• Paid volunteer time

What good looks like:

• Energy, drive, and a proactive ‘can-do’ approach to activities.
• Focused on resolving complex technical issues
• Work completed to required standards and within agreed timescales
• Meeting agreed targets for KPIs and SLAs
• Service first approach to support
• Ability to communicate with management, vendors and stakeholders
• Ability to work efficiently with other members of the team
• Focus and attention to detail.

Skills & Experience:

• Understanding of ITIL best practice
• Excellent telephone manner and customer service
• Experience in using call logging software and managing tickets within that software
• Knowledge of Microsoft-based operating systems with emphasis on Windows 11
• Experience with using and troubleshooting Microsoft Office 365 apps
• Understanding of Citrix virtual desktops
• Some knowledge of Active Directory (user account management)
• Experience managing and supporting mobile devices
• Understanding of PC hardware set-up and configuration.
• Strong troubleshooting skills with the ability to work as a member of team or individually.
• Strong documentation and communication skills are essential.
• Excellent time keeping
• Willingness and capacity to upskill quickly and efficiently.