Service Desk Analyst – Professional Services
Are you a Service Desk Analyst looking to progress your career rapidly in a professional and supportive environment?
Are you passionate about customer service and giving your end users the very best support?
Are you looking for a role which will challenge you, allow you the opportunity to manage your own work and bring out the very best in you, giving you a unique platform to grow your technical skill set?
Context Recruitment is delighted to be partnered with an extremely high-calibre professional services organisation located in Winchester. You'll be joining a team of 8 individuals on the service desk (spread across two sites), supporting a user base of circa 800 professionals.
What will you be doing?
Reporting to the Service Desk Manager, the position is focused on providing the very highest levels of technical support service. Considerable training will be provided to enable you to flourish in the role; the service desk is well-regarded within the business and it is within the business's interest to train you to be the best that you can be.
Key responsibilities will include the following:
Assist in maintaining the smooth running of the Service Desk.
Providing a first port of call to the users, aiming to achieve a high degree of first-time fixes.
Working with the ITSM tooling to document and prioritise tasks.
Manage issues through to resolution, keeping users informed throughout the process.
Ensuring incidents and requests are resolved within set SLA's.
Assisting in the maintenance of the IT Asset Management Database.
Escalating incidents, where necessary.
Work closely with the team to seek service improvements, if and when necessary.
Provide desk side support to users (post Covid!).
Assist in the analysis and documentation of incidents / problems and contribute to Service Improvement.
To assist in project work as and when necessary.
What is our client looking for?
The ideal candidate will be proactive; a self-starter with an ability to manage and prioritise their own workload. You'll need to be a first-class communicator, both written and verbal, as well as be able to deal with support requests from users with a differing range of technical aptitude! You'll need a good level of attention to detail and be comfortable working under pressure. You'll have worked on a Service Desk and have a good understanding of Service Management processes. Importantly, you must have a thirst for knowledge and a desire to progress and gain further technical experience.
As a minimum the successful candidate will have:
Experience using an ITSM tool, together with an understanding of ITIL (ideally, although not a requirement, an ITIL Foundation certification).
Experience supporting Windows10 and MS Office365 (including use of the Admin Suite).
Used Active Directory regularly (ideally Azure AD).
A good understanding of basic network troubleshooting.
Experience working on a Service Desk.
Want to hear more? We'd love to hear from you. Apply with your CV now
To apply for this job please visit itjobpro.co.uk.