Service Desk Analyst

Ref: ZR_7003_JOB  ·  Posted on 24 May 2022


Are you a 1st Line Support or Service Desk Analyst?

Are you looking to work within a fast-paced environment?

Are you based around London, Surrey, or Bristol and happy to work on-site?

My client is looking for a Service Desk Analyst to work internally on their busy service desk operations. The Service Desk Analyst position is a hands-on role working within a team to support and offer technical advice to project teams and the business by resolving incidents. This role would suit an individual who has experience within an IT support environment or has recently graduated in an IT related field. The successful candidate will be dynamic, analytical, and able to work under pressure.

My client is looking for candidates across three base locations, but they are happy with some remote working for this role. Is this role meets your requirements, please apply now!!

Key responsibilities
  • Provide first line telephone based technical support users.
  • Own, investigate, analyse, troubleshoot, and resolve incidents.
  • Ensure knowledge and skills are transferred to increase first line fix rate and reduce cost to the business – for example, manage and resolve issues logged online.
  • Ensure technical documentation and knowledgebase articles are produced where appropriate.
  • Engage with continual service improvement initiatives.
  • Support project delivery where required.
Skills & experience
  • Customer handling and management skills.
  • Enthusiasm to deliver great services.
  • Good written and spoken language skills.
  • Experience of working in large enterprise environments.
  • Experience of working in a fast-paced service desk environment.
  • Understanding of IT best practice frameworks.
  • Experience of Microsoft environments.

The client would also like to see some of the below, but this is not essential:

  • ITIL foundation.
  • Reliable with a good work ethic.
  • Good timekeeping and organizational skills.
  • Behavioural Competencies:
  • Ability to build and maintain efficient working relationships with remote teams.
  • Ability to plan, priorities and complete your own work, whilst remaining a team player.
  • Willingness to engage with and work with different technologies.

Our client is committed to providing a diverse and inclusive workplace and welcomes applications from all backgrounds.

Part-time opportunities/flexible working is available to suit individual needs.

Additional benefits
  • Pension Plan: (Employer doubles contribution up to 5% Employee, 10% Employer)
  • Life Assurance + Spousal Life Assurance
  • Holidays: Basic entitlement 25 days (+ bank holidays) with option to buy an additional 15 days or to sell 5 days.
  • Income Protection Insurance
  • Annual Professional Fee subscription reimbursed for membership of a professional body
  • Season Ticket Loan and Cycle to Work Scheme
  • Insurance: Dental, Health, Private Medical, Travel, Gadget
  • Digital GP, Flu Jab Vouchers, Eyecare Vouchers and Healthcare Cash Plan
  • Discounts on annual gym memberships at over 2,500 health clubs, gyms and leisure centres
  • Critical Illness : This benefit pays out a tax-free cash sum if you suffer a serious illness
  • Company car (at more Senior levels)
  • Childcare Vouchers

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