IT Service Desk Analyst required to join a well know business based in West London.
The IT Service Desk Helpdesk will provide first line technical support to internal staff. The successful candidate will work with applications/systems to undertake analysis, diagnosis, and resolution of staff problems, which may range from straightforward to more complicated technical issues and needs to have a genuine passion for quality and the delivery of great customer service. There is also a range of administration duties within this role.
- Location: West London - 5 days onsite
- Pay rate: £17.00 per hour PAYE
- Hours: 37.5 per week
Responsibilities:
- Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
- Receiving, logging and managing calls from internal staff via telephone and email
- 1st line support - troubleshooting of IT related problems from software to hardware, such as iPhones, Laptops, PCs and Printers
- Escalate unresolved calls to the Level 2 Support Team
- Log all calls in the Service Desk Call Logging system (ServiceNow experience is essential).
- Good Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
Qualifications:
- An ITIL qualification is preferable but not essential.
- MCP certification would be desirable but not essential.
Requirements:
- Excellent communication skills and telephone manner.
- 2 years previous IT Service Desk and/or Call Centre experience required.
- Incident Management experience - Managing incidents including business expectations and communication.
- User & Security Group Active Directory administration
- Knowledge of Microsoft based operating systems with emphasis on Windows 11 and Office365
- Experience with using and troubleshooting Outlook within a network environment (permissions, calendar sharing, and delegation)
- Good knowledge of Service Now
This is an immediate requirement with interview slots agreed for early next week. If you have experience within supporting an IT environment then please hit apply now!