IT Service Desk Analyst
Location: Surbiton, Surrey
Salary: £27,128 per annum
Working hours: 08:00am - 16:00pm & 10:00am - 18:00pm shifts Monday - Friday 35 hours per week.
Benefits: 25 Days Holiday + BH, Company Sick Pay, Flex Benefits (EMCOR UK discount scheme)
About EMCOR UK:
At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to "create a better world at work". Using our unique insight platform, "One Data World," we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers' evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business.
The IT Service Support Analyst provides the 1st point of contact for all contact made to the IT ServiceDesk through phone calls, email or the IT request portal.
The role encompasses the ownership, co-ordination and resolution of any issue or request received into the department.
**A 1st and 2nd line level of technical ability and awareness is required to cover the areas of support provided from this team.
What you'll do:
- Providing first line support, logged via telephone, email or the IT portal to end users with a focus on excellent customer service. Following standard guidance and troubleshooting procedures.
- Ensuring tickets achieve SLA's adherence, while proactively managing open issues
- Resolve technical issues, primarily end user support in a Windows based environment but supporting 3rd party & in-house built applications for which training will be provided. Active Directory & O365 support experience are essential
- Monitoring IT Service Desk queue and proactively update customers.
- Provide efficient administration for the IT Service Desk including order management, dealing with 3rd party suppliers, asset tracking and ad hoc reporting.
- Management of the Starter, Movers and Leavers process including all aspects of hardware provision and software deployment, while creating, amending and disabling accounts
- Maintaining the asset database and providing asset management support to the IT Service Desk Manager by way of identifying asset information, providing reporting analysis and updating key IT asset information
- Creating and maintaining IT documentation, developing the EMCORUK IT knowledgebase with detail customer-facing documentation to a high standard, ensuring an increasing portion of tickets are resolved using the KB.
- Provides the management & distribution of mobile, computing, & software assets based on approved requests from the business
The role supports ServiceDesk coverage between 8 - 6pm UK Mon-Fri on a shift rota basis
i.e. 8-4pm or 10-6pm will be required, with some flexibility required to cover these periods
It is recognised that this role will provide on-call support via a rota basis at an agreed overtime rate (18.00 - 21.00 weekday nights and 10.00 - 16.00 on weekends/bank holidays on an approx. 1 week in 6 basis)
Who you'll be:
- The role would benefit from a foundation knowledge of ITIL v3 or v4
- A patient and "customer first" manner is essential for this role, with an aptitude for going the extra mile to complete the task on time and to a high standard
- Prioritisation and planning is key to this role, with the role requiring the individual to manage their time effectively to provide successful outcomes, as per the department KPI's
- A proactive and "can do" approach is key to the successful outcome for the department and this role.
- Excellent communication skills and the ability to multi-task to carry out the job effectively.
- Ability to analyse problems quickly and offer solutions.
- Able to work on their own initiative, within established procedures and as part of a team.
- Previous experience in an IT Service Desk environment.
- Able to interact with customers from all levels of the business and translate technical jargon to non-technical people.
- Experience of troubleshooting network issues.
- Familiar with PC/laptop build technologies.
- Understanding of desktop security, anti-virus, and anti-malware.
- Experience of administering Active Directory, MS Office 365, Microsoft Windows 11,
Familiar with mobile telephony (knowledge of Android operating platforms, ability to navigate users around functionality, block devices and add features in an MDM platform
At EMCOR UK, we embrace and celebrate diversity in all its forms.
We welcome applicants from all backgrounds and experiences, regardless of age, race, gender, sexual orientation, religion, disability, or any other characteristic that makes you unique. We believe that a diverse and inclusive workforce fosters creativity, innovation, and better problem-solving.
We encourage applications from all candidates and are committed to providing equal opportunities for employment and growth, supported by our inclusive policies and practices.
Join us in our endeavour to build a culture of mutual respect and equity, a place where every voice is heard, and every individual is championed.
Join us in building a better world at work.