Service Desk Analyst - London
3 days ago
Job description
1st Line Service Desk AnalystReports to:
Service Desk Manager
Direct Reports:
N/A
Working Arrangements:
Monday to Friday, 35 hours per week.
Working Hours: 7 hours daily shifts between
This is a contract rolling, monthly rolling to support the Service Desk Team.
Overall Objective of Role:
Working as part of a team, the role holder is responsible for accepting and recording incidents and providing first line resolutions either via telephone or desk side support.
Specific Responsibilities:
Ensuring all incidents are recorded, categorised and processed correctly.
Performing routine housekeeping / system admin tasks, e.g. daily backup checks, server checks etc.
Performing first line investigation and diagnosis.
Escalating issues and incidents as appropriate, ensuring they are resolved to user satisfaction.
Communicating with users, keeping them informed of incident progress.
Working within Service Level Agreements.
Projects and Other Tasks:
It is the nature of the appointment that tasks and responsibilities are, in many circumstances, unpredictable and varied.
You are expected to work in a flexible way when the occasion arises and when tasks occur, which are not specifically covered in this job description.
Person Specification:
Essential Technical skills
MS Windows Desktop and Server Operating Systems (Windows 10, Windows 11, Windows Server
MS Office, Office 365, MS Outlook (from 2016).
AD - User, Group and Computer Administration.
Able to diagnose and resolve Citrix connectivity issues
Desirable Technical skills
PC and Server hardware to enable diagnosis of common problems.
Mobile hardware (Android/iOS) to enable diagnosis of common problems.
Working knowledge of Microsoft Azure and Office 365 administration.
Strong troubleshooting skills for video conferencing tools mainly MS Teams
Desirable Specialist Knowledge
An understanding of ITIL, in particular Service Operation.
Relevant Personal Qualities
Able to prioritise and delegate work tasks effectively.
Demonstrate a willingness to learn new skills and systems knowledge.
Have good communication skills, ability to understand complex problems and explain in both technical and non-technical language.
Be able to work individually and as part of a team.
Be able to work to tight deadlines and expected timescales.
Work in an organised and logical manner.
Demonstrate good attention to detail.
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