IT Job Pro

Service Desk Analyst

Viewed 0 times

Job Description

Service Desk Analyst

We are supporting our client, who is looking for a driven individual to join their current team.

We are targeting individuals who are passionate about their role, keen to utilise all of their experiences and possibly learn further, whilst wanting to become part of the whole business and its culture – experience and personality is key.

This position offers an attractive basic salary, with an excellent benefits package: 10% Bonus, Private Healthcare, Excellent Pension and onsite facilities

The Individual:

1st line and 2nd line experience – keen to take on 3rd line

A confident and friendly individual – enjoy working as part of a team

Someone who is keen to grow and not just do the minimum duties

Confident working knowledge and understanding of ITIL framework – able to confidently discuss this at interview stage

3 years + experience in a busy Service Desk role

The Role:

* Provide effective, professional, customer focussed and technical support as well as providing support of technical requests for other subsidiaries

* IT (BTS) Service Desk Analysts provide 1st line support for all Incidents and Service Requests as well as some 2nd and 3rd line support to specific services.

* This is a hybrid role that requires support to be provided face to face onsite as well as remotely via MS Teams & via Telephone.

* Ensure all incidents and service requests are successfully logged and accurately identified, categorised, prioritised, diagnosed and managed in the Service Desk IT service management tool, while delivering excellent and clear communications of incidents, service requests and service updates to our customers within agreed timescales

* Delivery of first-class customer service, Ensuring the customer is satisfied with the resolution of the call prior to closure

* Keep detailed, accurate and consistent records for the teams’ calls to ensure they are updated regularly, and that the customer is kept informed

* Work with third parties and colleagues to investigate, accurately diagnose, analyse, resolve issues and service interruptions and to resume normal service as soon as possible following the approved incident management process.

* Refer all requests that cannot be directly resolved at Service Desk level to the appropriate person or service provider whilst ensuring the customer is communicated effectively

* Identify and report recurring incidents to BTS Service Desk Management team to prevent problems

* Attend bi-weekly problem management meeting where required to represent the Service Desk

* Attend Weekly CAB where required to present and represent Service Desk changes whilst feeding back any other changes that may impact services pertinent to Service Desk operation and ensuring key stakeholder approval and communications are maintained

* Utilise project management methodology and agile practices, where appropriate, to enhance communication and assist in planning for any development or change to service offerings within the BTS department

* Take active role in any assigned Project work as required and act as a Service Desk representative

* Customer Care / Collaboration / Communication

* Provide a welcoming, friendly, customer focussed and professional attitude to all users and adapting to different situations dependent upon audience

* Create and maintain a positive employee culture of good communications, customer care and continual improvement

* Support and assist other team members (Both immediate and wider Department) where required

* To maintain good working relationships with end users and departments within the organisation and 3rd party company representatives to ensure that satisfactory support, supply and maintenance of services is provided

* Own all enquiries and ensure that the customer is kept up to date and informed of progress

Experience:

* Demonstrate troubleshooting and problem resolution skills

* Strong Microsoft Windows 11 Support and installation

* Strong Microsoft Office and Office 365 skills

* Active Directory and other account administration experience

* Experience supporting end users an advantage

* SCCM OS and application packaging and deployment an advantage

* Group Policy Creation and maintenance an advantage

* Experience in creating Microsoft Power Apps / Productivity tools an advantage

Refer a friend and earn up to £500! If you know someone who is searching for a new opportunity, recommend Lloyd Recruitment Services and you will receive a retail voucher of your choice up the value of £500. Full details can be found on our website.

Unfortunately, due to high numbers of applications, we are only able to respond to shortlisted applicants. If you have not heard from us within 5 days, please assume that you have not been shortlisted on this occasion.

By applying for this vacancy, you accept Lloyd Recruitment Services Privacy and GDPR Policy which can be found on our website and therefore gives us consent to contact you.

Lloyd Recruitment Services are acting as a recruitment agency in relation to this vacancy and are an equal opportunities e

Job Summary

wave-1-bottom
Epsom, Surrey Location
IT Job Pro

Similar Jobs

The largest community on the web to find and list jobs that aren't restricted by commutes or a specific location.