IT Service Desk Analyst - Edinburgh, United Kingdom - Menzies Distribution Ltd

Menzies Distribution Ltd

Verified Company

Edinburgh, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job role:
IT Service Desk Analyst

Location:
Edinburgh

IT Service Desk is a 24/7 Service Function for all Menzies Depots. All IT related queries are processed through the Service Desk by a team of analysts.

Reporting to the Service Desk Manager, analysts are responsible for handling IT queries from the distributionbusiness into the Service Desk.

We are looking for a IT Service Desk Analyst to join our team.

The position is both officed based at our office in Edinburgh Park and remote with analysts working from home on a rotational basis.

WHAT YOU WILL DO:

Ensuring all tickets are logged and tracked in the service management platform, service now.
Ensuring the correct priority is given to incidents
1st line support and firsttime fix for common incidents/requests
Creating and sharing of knowledge documents
Fulfilling order requests
Dealing with 3rd party Suppliers to ensure hardware calls are placed and monitored
Imaging, setting up and support of laptops, desktops & mobile phones and other IT equipment
Monitoring of businesscritical systems and batch processing and taking appropriate action when required
Management of individual work queues
Provide support to the IT Projects team, Development team and Business Change
Participation in the change process
Participation in ad hoc project work
Ensuring all P1 incidents follow incident management process
Ensuring service catalogue is kept up to date
Participation in team meetings
Participate in regular 1:1 meeting with Team Leader
Responsible for personal development including keeping up to date with all training material provided and ensuring training is reflected in the skills matrix.
Ensuring process are executed to the set targets and SLA's
Ensuring the CMDB is updated with all adds moves and changes
24/7 cover including nights and weekends and includes Lone working on 12 hour nightshifts & Weekend shifts.

WHAT YOU NEED:

Excellent telephone manner
Ability to problem solve
Excellent customer service skills
Ability to work within a team environment
Excellent written and verbal communication skills
Can work under pressure
Ability to work independently
ITIL Foundation certified preferred but not essential

HOW WE WILL REWARD YOU In addition to a competitive remuneration package and company benefits, we provide ongoing development and learning programmes, services and support designed to help you manage and balance your work/life priorities.

Generous Annual Leave
Eye Care
Onsite Canteen
Onsite Gym
Remote Working Available

INCLUSION At Menzies Distribution Limited, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we'll do everything we can to support you. As part of this commitment, we offer flexibleworking options for some of our roles.