First Line Service Desk Analyst at Regent College London, part of the Regent Group

IATEFL Slovenia; London; On-site; GBP 26,000 - 28,000; Full time

Job summary

An established industry player is seeking a First Line Service Desk Analyst to join their dynamic team. In this role, you will be responsible for providing top-notch IT support, diagnosing hardware and software faults, and ensuring users receive timely assistance. You will collaborate closely with the IT team to maintain service levels and enhance user experience. This position offers a chance to work in a vibrant environment, where your contributions will directly impact the efficiency and effectiveness of IT services. If you're passionate about technology and customer service, this opportunity is perfect for you.

Qualifications

• Strong analytical and troubleshooting skills required.
• Ability to provide 1st level IT support and monitor infrastructure.

Responsibilities

• Provide 1st level support and troubleshoot hardware/software issues.
• Monitor network performance and resolve connectivity issues.
• Assist in upgrading systems and managing technical documentation.

Skills

Analytical Skills

Troubleshooting

Collaboration

Problem Solving

Customer Service Orientation

Education

Relevant IT Qualifications

Tools

MS Teams

Network Monitoring Tools

Job description

Location: London

Salary: £26,000 to £28,000 per annum subject to skills and experience

Hours: Full Time

Contract Type: Permanent

Expires: 10th June 2025

Job Ref: REQ000018

London – Multiple Campuses

Full time: Your required hours of work are 40 hours per week. The business operations are Mon-Thurs, 9am - 9pm and Fri - Sun, 9am - 6pm.

Reports to: Service Desk Manager

Job Purpose

As First Line Service Desk Analyst, you'll install and configure computer systems, workstations, diagnose hardware and software faults, and solve technical and application problems. You’ll cover one or more areas of expertise, ensuring that users receive the right level of support.

Main Objectives:

1. Fulfilling and remediating user/management requests and incidents on time and with excellent quality.
2. Respecting the Service Level commitments defined with the users.

Principal Accountabilities

Key Result Area:

IT Support

1. Provide 1st level of support.
2. Monitor local infrastructure.
3. Provide day-to-day support for end users requests related to desktop/software/hardware, telecom, and video conferencing.
4. Perform local collaboration & knowledge sharing.
5. Classify and prioritize requests and incidents.
6. Resolve network connectivity, projector, and MS Teams issues for employees and students.
7. Upgrade, repair, and maintain computer networks.
8. Troubleshoot various network issues.
9. Support company-wide software.
10. Monitor computer networks and systems to identify how performance can be improved.
11. Monitor system performance and troubleshoot issues.
12. Support in upgrading systems with new releases and models.
13. Perform analysis to understand user needs.
14. Conduct tests and identify errors of the programs.
15. Manage technical documentation.
16. Assist in troubleshooting technology issues.
17. Help with upgrading network equipment.
18. Help with upgrading workstations.
19. Coordinate the completion of Standard Operating Procedures for relevant systems.
20. Perform root cause analysis of complex system problems and provide corrective action.
21. Support and work proactively on root cause analysis, problem solving, and standard operating procedures creation.
22. Answer inquiries and provide basic training to users in the proper use of hardware and software.
23. Handle communication to end users and other IT departments.
24. Ensure the Service Level commitments are respected.
25. Compile monthly reports for the IT Assistant Manager.
26. Help in implementing service enhancements that will improve the reliability, usability, security, supportability, and performance of the desktop environment.
27. Participate in regular staff meetings and staff training programs.

Principal Interfaces:

Internal:

External:

Job Knowledge, Skills & Experience

Education:

Knowledge & Skills:

1. Ability to conduct research into application development issues and products.
2. Strong analytical skills including troubleshooting and integration of IT services.
3. Ability to collaborate with IT team to maintain standards and SLAs.
4. Ability to critically analyze a symptom, diagnose a fault, plan, and take appropriate action.

Behavioral and Managerial Competencies:

1. Ability to work decisively under heavy workload considering the criticality, urgency, and extended work hours required to ensure availability of the service in accordance with service level commitments.
2. High willingness to drive transformation and service improvement.
3. Strong customer/end-user/client service orientation.
4. Keen attention to detail.
5. Capability for problem solving, decision making, sound judgment, assertiveness.

Language Requirements:

1. English

Travel Requirements:

1. National travelling to Sites and Campuses.

To apply, please click on the ‘Apply’ button above.