Service Desk Analyst
We are working in partnership with a brand new client of ours who are looking for an experienced Service Desk Analyst. The position is of a hybrid nature where you are in the London office for 4 days a week and 1 from home. It is a standard 37.5 hour working week.
The Role
The IT Service Desk is a core part of the Service Management function for the client. Supporting all areas of the business, they are the first point of contact for all IT issues in any department.
Key Areas:
The Job Holder is responsible for first line technical support (some second line) to all members of staff and devices. This work will include, but not limited to the following areas:
- First line IT Service Desk ticket resolution.
- IT Service Desk ticket creation from customers either directly, over the phone or via email.
- IT Service Desk ticket management.
- Implement moving of equipment for tasks such as desk moves.
- Building desktops to the customers standards
- Ticket escalations
- Stakeholder management.
- IT System Checks.
- Audit reporting and Service Management controls ownership
- JML (Joiners, movers, leavers) onboarding and setup, management of mover and leaver access
- Creation of SOP's (Standard operating procedures) and knowledge articles.
Qualifications/Experience
- Appropriate customer service and stakeholder management skills
- A good understanding of the Microsoft product sets; printing and the desktop deployment processes.
- A willingness to learn effective troubleshooting.
- Experience of Microsoft O365
- Experience of Active Directory
- Be familiar with IT audit processes and controls.
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
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