IT Service Desk Analyst

The Role: IT Service Desk Analyst

To provide first line support and assist with the closure of all service requests, problems and incidents that relate to IT services. This includes:

• End-User Computing (EUC)
• Application Support
• Email
• File Management
• Identity Access Management
• Managed Print Services

The primary objective of the IT Service Desk is to ensure the performance and cost-effectiveness of our technology, application, and infrastructure solutions. This involves promptly identifying and resolving outages or performance issues, providing first-line support to end-users, and ensuring minimal disruption to business operations.

Responsibilities:

• Take full responsibility for managing service requests, incidents, and problems from start to finish. This encompasses logging, triage, responding promptly, providing regular updates, and achieving resolution.
• Provide timely support for hardware, software, access issues, and essential bespoke internal applications.
• Ensure strict adherence to agreed Service Level Agreements, both internally and externally, and handle any breaches by following escalation procedures.
• Escalate complex issues to the Service Desk Manager, Infrastructure Manager, or other relevant IT teams as necessary.
• Execute the starters, movers, leavers process, ensuring alignment with predefined group policies.
• Maintain appropriate auditing, monitoring, and reporting mechanisms for all relevant services.
• Act as the principal point of contact between internal end users and external suppliers.
• Work independently and collaboratively within the team to ensure tasks are executed with precision, accuracy, and cost-efficiency.
• Proactively identify and address trends related to Service Management to enhance the overall user experience.
• Maintain and support the IT hardware and software desktop environment.
• Have a strong focus on continual service improvement.
• Assist in the development of Service Desk processes, policies, and documentation.

Experience, Knowledge & Skills:

• GCSE Maths and English (or equivalent)
• Awareness of ITIL processes and other industry standards & best practices.
• Knowledge of computer hardware systems.
• Familiarity with general operating systems and Office software.
• Technical Support / Problem Solving, incident management & request fulfilment skills
• Microsoft, Android and iOS systems and technology
• Working within a matrixed team
• Proactive problem solver and independent thinker
• Can prioritise and manage a demanding and agile workload.
• Excellent communication and stakeholder management capability
• Attention to detail
• Ability to think laterally
• Resilient and positive
• Structured and organised
• Collaborative team player
• Proactive quick learner
• Flexibility to travel

Further information:

• As well as a competitive salary we offer the following benefits -
• Competitive holiday allowance with the annual option to buy additional days
• Death in Service benefit of x4 salary
• Company pension scheme
• Enhanced maternity and paternity leave packages
• A flexible benefits package which allows you to add additional benefits to your overall package
• Our benefits portal offers discounts on technology & electronics, cinemas, restaurants, days out, mortgage advice, travel and many more
• Referral schemes
• Discounted rates on PIB products
• We offer a first-class employee benefits and welfare package to support our employees with financial management, cycle to work scheme, counselling support, health screening, will writing, menopause support, books, stopping smoking and much more
• If supporting the local community, engaging with charities and having the opportunity to ‘give something back' interests you, you have the opportunity to take an extra day to support this with a Volunteering day.
• We also offer a wide range of discounts including a kids pass – giving you discount to over 4500 attractions and activities, discounts at hairdressers and beauticians, climate change projects with lots of other options to choose

PIB has a comprehensive learning & development framework, including professional study options and apprenticeships which are available to all employees, and which will support your career development
Being a part of our PIB Community Trust, we support fundraising where you can apply for grants from PIB Group towards your chosen charity
PIB Group are committed to improving their environmental impact in a responsible way. From the individual actions that our colleagues take every day through to installing the right facilities across our premises, there are many measures in place to help reduce PIB's carbon footprint.

We are proud of our success and growth and have been recognised for many industry awards across our business. If you wish to work for a company that truly puts people at the heart of their organisation, then we would love to hear from you. PIB operates a flexible working policy, and our management teams will talk to you about how that would meet both your flexible working needs and those of the business and role you are applying for. We would love to hear from you if you want to hear more about opportunities in PIB.
We are an equal opportunities employer, committed to hiring a diverse and inclusive workforce. We do not discriminate on the basis of race, colour, gender, religion, disability, age, sexual orientation or any other characteristic protected by law.

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