Onsite IT Service Desk Analyst - Level 1-2 Support

PHET Enterprise Services (AP) Limited, Philippines Regional Operating Headquarters; Farnborough; Sur place; GBP 26 000 - 38 000; Plein temps

Résumé du poste

DXC Technology is seeking a Service Desk Analyst in Farnborough onsite five days a week. You will be the first point of contact, delivering Level 1 and Level 2 IT support across the organization, diagnosing and resolving incidents and requests while adhering to SLAs.

The role requires eligibility to meet UK security requirements and right to work in the UK; you will work in an ITIL-aligned environment, contribute to knowledge base, and support major incident processes.

Qualifications

• Experience in IT Service Desk, Level 1/2 support.
• Strong troubleshooting across Windows, Microsoft 365, AD, networking and devices.
• Excellent communication and customer service skills.

Responsabilités

• Provide Level 1 and Level 2 IT support via phone, email, portal, chat and face-to-face channels.
• Log, categorise, prioritise and manage incidents and service requests using the ITSM system.
• Diagnose and resolve technical issues at first contact wherever possible, using knowledge articles and documented fixes.
• Escalate complex issues to appropriate resolver teams with clear diagnostics.
• Fulfil service requests including access, software, hardware, onboarding/offboarding and equipment requests.
• Monitor and manage ticket queues, ensuring incidents and requests are progressed and resolved within SLA.
• Provide clear, professional and empathetic communication, keeping users informed throughout the support lifecycle.
• Support Major Incident processes, including incident identification, escalation and user communications.
• Contribute to the knowledge base, identifying gaps and creating or improving support documentation.
• Identify recurring issues and contribute to Problem Management and continuous service improvement.
• Maintain accurate and complete ticket records and contribute to service desk performance and customer satisfaction targets.

Connaissances

IT support

Windows 10/11

Microsoft 365

Active Directory

Networking

VPN

End-user devices

ITSM systems

Outils

ServiceNow

BMC Remedy

Ivanti

Freshservice

Description du poste

DXC Technology is seeking a Service Desk Analyst in Farnborough onsite five days a week. You will be the first point of contact, delivering Level 1 and Level 2 IT support across the organization, diagnosing and resolving incidents and requests while adhering to SLAs.

The role requires eligibility to meet UK security requirements and right to work in the UK; you will work in an ITIL-aligned environment, contribute to knowledge base, and support major incident processes.