IT Service Desk Analyst - First-Contact Support & Incidents

Wates Smartspace; Leatherhead; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

Wates Group is seeking a Service Analyst to be the first point of contact for IT incidents and requests, handling calls and emails to resolve issues at first contact. To succeed, you should hold ITIL v3 Foundation and have strong knowledge of Microsoft products and AD, with the ability to learn new tools and have worked in a similar role.

As a Service Desk Analyst, you will be logical in fault finding, escalate high-priority incidents with third parties, communicate clearly, and manage suppliers

Qualifications

• ITIL v3 Foundation certificate.
• Proficient with Microsoft products and Active Directory.
• Ability to learn new products and adapt in a similar role.

Responsibilities

• Be logical and methodical in fault finding.
• Identify and escalate high-priority incidents to restore service and deliver requests.
• Excellent written and verbal communication.
• Lead role in managing suppliers for best value and performance.
• Explain technical information in non-technical terms.

Skills

ITIL v3 Foundation

Vendor management

Communication skills

Tools

Microsoft products

Active Directory (AD)

Job description

Wates Group is seeking a Service Analyst to be the first point of contact for IT incidents and requests, handling calls and emails to resolve issues at first contact. To succeed, you should hold ITIL v3 Foundation and have strong knowledge of Microsoft products and AD, with the ability to learn new tools and have worked in a similar role.

As a Service Desk Analyst, you will be logical in fault finding, escalate high-priority incidents with third parties, communicate clearly, and manage suppliers