Job Description

Posted 2 weeks ago

Role: IT Service Desk Analyst

Location: Bridgend – office-based

Duration: 6-month contract

Day Rate: Inside IR35 – flexible on rate DOE

We have a great opportunity with one of our insurance clients looking for a confident and enthusiastic IT Service Desk Analyst to join their IT Support team.

You'll be providing 1st line technical support to a large user base of over 1500, collaborating closing with other support teams to play a vital role in incident/request resolution and delivering valuable end-user guidance. You will manage your own ticket queue while also overseeing the progress of all tickets in the ServiceNow system, ensuring they are accurately updated and in the appropriate state. You'll deliver outstanding customer service, managing expectations and adhering to SLAs.

The role:

On-site and remote technical 1st line support
Respond efficiently to end-user inquiries via self-service and phone calls
Collaborate with the wider IT department and consult the extensive knowledge base when dealing with queries
Adhere to ITIL best practice approaches for Incident, Request, and Problem management processes, aligned with agreed-upon SLAs
Work closely with 2nd and 3rd line teams to enhance the 1st line fix rate
Build and maintain strong working relationships
Create and maintain Knowledge Articles to ensure seamless customer service delivery
Get involved in exciting IT projects, including planning, testing, and implementing new software, hardware, or infrastructure changes
Engage in regular team meetings and training sessions to stay current with the latest technology trends and solutions
Experience needed:

1-2 years' experience in a relevant 1st line/service desk role
Supported users in an ITIL environment
Strong understanding of Active Directory and virtualisation technology (e.g. Citrix)
Experience with video conferencing equipment and software, including Microsoft Teams
Understanding of basic networking (DNS, DHCP, TCPIP, etc)
A demonstrable technical support experience with relevant technologies, such as O365, Windows 7/10, Citrix, SCCM, Office 2016, etc
Enthusiasm for your work and able to work effectively as part of a team and independently
Nice to have:

ITIL Foundation certification
If you're interested, please get in touch.

Thank you

Skills: