IT Service Desk Analyst

Mercer & Hole; St Albans; On-site; GBP 30,000 - 40,000; Full time

Job summary

A professional services firm in St Albans is seeking an experienced IT Service Desk Analyst to support 280 users across multiple offices. You will be responsible for logging IT issues, providing excellent customer service, and troubleshooting various software and hardware problems. Ideal candidates should have at least 3 years' experience and a solid understanding of ITSM processes and Microsoft 365 tools. Competitive salary and benefits are offered.

Qualifications

• Knowledge of Microsoft client operating systems and applications.
• Strong hardware diagnostics and fault-finding experience.
• Basic understanding of LAN and WAN network topologies.

Responsibilities

• Act as the first point of contact for users, logging and responding to incidents.
• Provide excellent customer service to colleagues and users.
• Maintain a high degree of customer service and adherence to ITIL principles.

Skills

Strong customer service focus

Excellent communication and documentation writing skills

Ability to follow process and procedure correctly

Good organisational skills

Team player

Education

GCSE level education

3 years’ experience in a similar role

Tools

FreshService or other ITSM Tool

Basic Citrix Virtual Desktop administration

Knowledge of Microsoft SQL Server

Azure Active Directory administration

Knowledge of Office 365

Job description

Main function of job

As IT Service Desk Analyst, you will act as the first point of contact for 280 users, based across 4 offices, to report IT related issues and faults. The primary objective of the role is to provide first time resolution with good customer service. This will be achieved by troubleshooting, diagnosing and resolved problems at the first point of contact and/or escalating the fault to one of our 2nd line specialist teams to investigate and resolve.

You will be responsible for logging tickets in our ITSM platform, problem management and ensuring our assets are all correctly tracked using our asset management process. In addition to this, you will have the opportunity to be involved in delivering key projects to our end users and assisting with the adoption of new technology such as Microsoft 365, including SharePoint, OneDrive and Teams.

Main duties

• Be the first point of contact for users, logging and responding to incidents using our ITSM platform.
• Providing excellent customer service to colleagues and users.
• Respond to incidents ensuring they are resolved in a timely manner to meet defined service level targets.
• Complete relevant and skilled investigations, before escalating to our 2nd line team.
• Maintain a high degree of customer service and adherence to ITIL service management principles, taking ownership of incidents and requests, and being proactive when dealing with customers.
• Take ownership of the Asset Management process for all devices across the firm.
• Create Knowledge Base articles for “quick fixes” and whenever new solutions are learned from support enquiries.
• Onboarding new starters including conducting inductions and providing them with basic IT training.
• To liaise with 3rd party suppliers and vendors.

You may be required to provide onsite and direct support to users in the other Mercer & Hole offices (London, Rickmansworth, and Milton Keynes).

(Note: in addition to these functions employees are required to carry out such other duties as may reasonably be required).

Experience Required

• Knowledge of Microsoft client operating systems and applications
• Azure Active Directory administration (Users and Computers)
• Strong hardware diagnostics and fault-finding experience
• Basic Citrix Virtual Desktop administration
• Knowledge of Office 365 including Teams, OneDrive, Copilot, and SharePoint Online
• Basic understanding of LAN and WAN network topologies
• Basic understanding of Microsoft SQL Server
• FreshService or other ITSM Tool
• Knowledge of Computer Hardware and Peripherals.
• Understanding of mobile devices (iPhones & Android).
• Detailed ticket logging abilities.

Qualifications/education Required

• 3 years’ experience in a similar role
• GCSE level education
• Full driving license and use of own car with Business Insurance

Desirable

• ITIL qualification
• Experience working in a Professional Services organisation
• Experience with CCH Central/Audit Automation/Document Management.
• Experience with Azure Virtual Desktop

Aptitudes / Skills Required

• Strong customer service focus
• Excellent communication and documentation writing skills
• Ability to follow process and procedure correctly and accurately
• Good organisational skills with the ability to work on multiple time sensitive deliverables
• Team player