IT Service Desk Analyst

Solutions Through Knowledge; Worthing; On-site; GBP 60,000 - 80,000; Part time

Job summary

A dynamic technology company based in Worthing is seeking an IT Service Desk Analyst to provide support for a large user base. The ideal candidate will have experience in 1st and 2nd line support, particularly with system migrations. Key responsibilities include assisting users with technical issues, performing troubleshooting, and ensuring excellent customer service. This role is a temporary position with a day rate of £170.

Qualifications

• Previous experience in 1st or 2nd Line Support or Technical Support roles.
• Experience supporting projects, ideally migrations and/or applications.
• Competent at fixing desktop hardware & software issues.

Responsibilities

• Liaise with users via phone and email for technical issues.
• Provide support and triage tickets to senior support teams.
• Perform troubleshooting and diagnostics.

Skills

IT Service Desk Analyst experience

Customer service experience

Communication skills

Basic networking knowledge

Tools

ITSM tool

Job description

Overview

Job Title: IT Service Desk Analyst /1st & 2nd Line Support (System Migration)

Location: Worthing, Sussex

Day rate: £170 per day, payable to Ltd Company (Outside IR35) or Umbrella

Duration: 2 months initially

Pay frequency: Weekly

Start date: ASAP

Standard hours: Mon-Fri, 8 hours per day - 8am-4pm / 9am-5pm / 10am-6pm

Company: We are assisting a dynamic company who are searching for several IT Service Desk Analysts who are comfortable providing technical support to a large userbase within a corporate environment. This Service Desk Analyst role will best suit professionals who possess system migration support or application support experience and ideally have operated in a 1st and/or 2nd line support capacity in a project environment.

Main Duties

• Liaise with users via phone, remote sessions, video conferencing and email to assist with 1st and 2nd line technical issues
• Provide IT Service Desk Analyst / 1st & 2nd Line Support and triage tickets to senior support & 3rd line support teams
• Software support for laptops and desktops
• Complete online and email ticket requests with a high level of diligence
• Respond to user requests and assist and teach users where appropriate
• Perform troubleshooting and fault diagnostics
• Provide excellent customer service at all times and offering empathy and patience to the users
• Take accountability and ownership for all assigned tickets
• Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes

Key Skills & Competencies

• Previous experience operating as an IT Service Desk Analyst / 1st or 2nd Line Support / Technical Support role
• Experience of supporting projects, ideally migrations and/or applications
• Experience of using an ITSM tool
• Competent at identifying and fixing desktop hardware & software issues
• Basic networking and general fault diagnosis
• Customer service experience and strong communication skills
• Ability to explain step by step instructions on a call and hand hold users with great customer service and empathy to the situation
• A team player who is self-motivated, enthusiastic, and keen to learn