Service Desk Analyst - London, United Kingdom - Command Recruitment

Command Recruitment
Command Recruitment
Verified Company
London, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Service Desk Analyst

_Hours of work:
_


35 hours per week: 9.30am-5.30pm; flexibility in working hours is a requirement and you may be needed to work additional hours, evening and possibly weekend work might to meet deadlines and fulfil all the obligations of the role.


_Role Summary_

  • This position provides daytoday IT support for the Business's Employee's, and acts as a first point of contact for all IT issues
  • The role is responsible for delivering excellent customer service and high levels of first point of contact resolution in addition to the continual improvement of IT support to staff
  • Working within the IT team to support the delivery of an ambitious modernisation program
  • This is a challenging role with significant scope for learning and growth

_Key Lines of Communication and Relationships_

  • Reporting to the Head of IT
  • Working within the IT and wider Business Support team (3 in team currently)
  • Liaising with external 3rd party vendors at an operational level where necessary

_Person Specification_

  • Demonstrate strong customer service skills
  • Demonstrate strong written and verbal communication skills
  • Communicate confidently with staff at all levels within the business
  • Respond adequately to inquiries or complaints
  • Demonstrate excellent troubleshooting skills
  • Work under own initiative to manage incidents, conflicts and emergency situations
  • Be sensitive to cultural differences among individuals and groups of persons
  • Manage and priority tasks in a fast paced, technical environment
  • Successfully perform administrative responsibilities of this position

_Key Skills_

  • Strong working knowledge of IT Infrastructure services and user administration activities (new joiners, folder management, password resets)
  • Good working knowledge of Windows operating systems and general hardware support
  • Excellent working knowledge of Microsoft 365 Apps particularly MS Word, Outlook etc
  • Good understanding of smartphone technology and mobile device management solutions/systems
  • Good understanding of remote access systems, particularly Always On VPN
  • Experience with working with IT Service Management Tools
  • 12+ years of support experience preferable
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