IT Service Desk Analyst

Role Overview & Responsibilities

• To provide technical IT support to customers; providing excellent customer service, technical support and effective communications about technology.
• Is the first point of contact within IT and provides first time fixes to the customer in all elements of I.T.
• Handling telephones calls and managing tickets logged on a customer portal
• The role will involve working in head office and at customer locations as required
• Handover incidents that cannot be resolved at 1st line to 2nd line support teams.
• Perform analysis, diagnosis and resolution of problems for end-users, recommend and implement corrective solutions, including off-site repair for remote users as required.
• Provide laptop, desktop, citrix, server & apple support to our customers.
• Configuring/reimaging hardware (desktops & laptops windows & Macs).
• Represent the Service Desk in project involvement and ensures all tasks allocated to the Service Desk on that project are carried out correctly and delivered on time.
• Shift procedure checks. E.g. backup, server, network checks.
• Carry out authorised Software Installations and IT Support via Remote Control.
• Account management within Active Directory and Office365
• Antivirus installation to all desktops and laptops.
• Monitor alerts via remote monitoring tools and report any errors to 2nd line support
• Ability to follow processes.
• Escalates any re-occurring incidents to the Service Operations Manager.
• Meet Service Level Agreements (SLA).
• eLearning Training Scheduled training with salary increases for exam passed. For example train and pass MS-100 and receive £500 salary increase

Working Patterns

We work Monday to Friday (excluding bank holidays). Supported hours for are customers are are from 7am - 6pm meaning a shift pattern is required. Below are the shifts you would be on a rota for;

• 7am - 4pm
• 8am - 5pm
• 9am - 6pm

Job Types: Full-time, Permanent

Benefits:

• Additional leave
• Casual dress
• Cycle to work scheme
• Discounted or free food
• Employee discount
• On-site parking
• Sick pay
• Store discount

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• No weekends
• Overtime

COVID-19 considerations:
Masks, Gloves, Sanitized desks

Education:

• A-Level or equivalent (required)

Experience:

• Technical support: 1 year (required)
• Customer service: 1 year (preferred)

Licence/Certification:

• ITIL Certification (preferred)
• Driving Licence (required)

Work Location: In person

Reference ID: Reference ID: RR\08