Service Desk Analyst

Full Time Cheshire IT Job Pro UK

Halton Housing is looking to recruit an experienced Service Desk Analyst to be based in Widnes. This will be a 6-month contract offering a salary of £25,224 per annum.

With 7,000?homes?and 330 employees, Halton Housing is a business that prides itself on doing things differently. Forward-thinking and innovative, our customers sit at the heart of everything we do.?? 

About the Service Desk Analyst role:

The Service Desk at Halton Housing is the one central place for all internal staff to log their ICT issues and advice. The Service Desk Analyst will be the initial point of contact for all of these requests and will be expected to log and manage customer tickets throughout their lifecycle. They will act in both a 1st and 2nd line capacity and be expected to find solutions for simple and moderate problems. 

The Service Desk Analyst role sits within the Service Desk function of the ICT team.     

Principal Accountabilities of the Service Desk Analyst

– Ensure any ICT issues and requests from the business are logged and prioritised within the Service Desk application

– Manage all tickets assigned to your queue and ensure that Service Level Agreements are hit

– Lead on the setup, imaging, and enrolling of all ICT hardware assets, including laptops, tablets, and mobile phones

– Provide some 2nd line support by finding solutions to issues without needing to escalate to the Senior Service Desk Analyst

– Document any ICT issues that have a solution or a workaround, by creating self-help documents, videos, and presentations

– Perform root cause analysis and recommend potential service improvements to the ICT Services Manager

– To own the starters and leavers process, including conducting in-depth ICT inductions for any new starters in the business, as well any follow-up training required

– Maintain all records the Configuration Management system and Active Directory so that all information we hold is 100% accurate 

Knowledge and Skills required  from the Service Desk Analyst:

Essential 

– Demonstrable experience in a service desk function

– Experience and knowledge of Office 365 applications

– Knowledge of Windows operating systems

– Experience to demonstrate strong troubleshooting and problem-solving skills

– Solid working knowledge in configuring and supporting mobile devices including IOS, Android, and Windows.

– Demonstrable customer service skills 

Desirable

– ICT related degree or relevant experience

– ITIL V4 Foundation certification or relevant experience

It’s exciting times at Halton… come and be a part of it!

Don’t miss out on this fantastic opportunity to join our team as a Service Desk Analyst, click ‘Apply’ now

To apply for this job please visit itjobpro.co.uk.