IT Service Desk Analyst to £24k + Benefits
Our client is a national service provider with a pedigree dating back over 25 years. They have a diversified portfolio of services and have achieved quality status in their chosen business sectors.
They seek an IT Service Desk Analyst to be the first point of contact on any technology-related process, application or device, providing first-level technical support to all colleagues at all levels by diagnosing, documenting, reporting and resolving or correcting hardware and software problems. The IT Service Desk Analyst resolves around 80% of Incidents/Requests that are generated, and
may require the job holder to work out of hours on occasion including some on call duties and possible travel to other locations.
Provide effective and efficient support to users while logging this information on the Service Desk management tool.
Prioritise and schedule support workload against SLA.
Record, track, and document the Incident Management process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Provide IT support for key applications (e.g. ERP and Time and Attendance) for common, routine and repeatable requests.
Perform post-resolution follow-ups to help requests.
Ensure that Service Desk policies and procedures and best practices are implemented and adhered to, particularly our Request and Incident Management procedures (based on ITIL standards).
Configuration and upgrading of upgrades and releases, evaluation of new releases and developments and security best practices and related products.
Maintain, support and secure the IT and related systems, controls, performing routine security audits and risk analysis on IT hardware, software and systems.
Keep users up to date with progress and to liaise with colleagues and stakeholders in an appropriate manner. To liaise with users regarding escalated issues and to agree appropriate courses of action and priorities.
Previous experience working as a first line support on an IT Service Desk and the use of enterprise wide IT Service Management system.
Hands on working experience of imaging and building laptops, desktops with experience of building mobile devices (phones and tablets) using a Mobile Device Management tool (InTune would be an advantage).
In-depth knowledge of IT hardware and software (Office 365, Windows Server and Cisco networks an advantage).
Ability to clearly articulate verbal and written requirements between customers and technical resources.
Experience in application support of an ERP system (SAP ECC would be an advantage) and knowledge of supporting a Timesheet Management System.
Strong troubleshooting skills with the ability to learn new technologies.
Working knowledge of GDPR, ISO270001, BCP, compliance and audit requirements.
Enthusiastic, with a positive ‘can-do’ attitude determined with the motivation to succeed with excellent communication skills written and verbal.
Flexible and adaptable in regard to learning and understanding new technologies, new service and mobilization releases to production.
Proven analytical and problem-solving abilities with strong customer service orientation.