Service Desk Analyst

Peregrine; Camberley; On-site; GBP 30,000 - 40,000; Full time

Job summary

A staffing consultancy in Camberley is seeking a proactive Service Desk Analyst to provide first-line support for IT-related incidents and service requests. Ideal candidates should possess strong problem-solving skills, proficiency in ticketing systems, and a commitment to delivering excellent customer service. The role includes responsibilities like managing user access, incident logging, and contributing to knowledge management. This company promotes diversity and inclusivity in its workforce.

Benefits

Standard employee benefits

Qualifications

• Strong analytical and problem-solving skills.
• Proficiency in using ticketing systems and basic networking concepts.
• Experience in Service Desk or IT support roles required.

Responsibilities

• Provide first-line support to users, diagnosing hardware, software, and network issues.
• Manage user access within the Service Desk system and track incidents.
• Contribute to knowledge management by documenting common issues.

Skills

Problem-Solving & Analytical Skills

Communication & Interpersonal Skills

Technical Proficiency

Service Management Expertise

Tools

Jira Service Management

ServiceNow

Windows and/or macOS

Job description

Join us as a Service Desk Analyst. ??

At Peregrine, we???re always seeking Specialist Talent that have the ideal mix of skills, experience, and attitude, to place with our vast array of clients. From Business Analysts in large government organisations to Software Developers in the private sector ??? we are always in search of the best talent to place, now.????

How Specialist Talent Works:??
At Peregrine, we find the best talent for our clients. As a permanent employee of Peregrine, with access to all our standard benefits, you will be deployed across our portfolio of clients as a specialist consultant, working on a wide array of complex projects across multiple industries.??

The Role:??
We are seeking a proactive and customer-focused Service Desk Analyst to join our Service Management team. In this role, you will deliver prompt and professional solutions for customer requests and be the first point of contact for our internal and external users, providing essential technical support. You will receive, triage, and resolve a wide range of IT-related incidents and service requests, ensuring a smooth and efficient user experience. Your ability to communicate effectively, diagnose issues, and escalate appropriately will be crucial to your success.

Responsibilities:
Incident Management:

Receive and log all incoming incidents and service requests through various channels (phone, email, ticketing system).Provide first-line support to users, attempting to resolve issues at Level 1.Diagnose and troubleshoot hardware, software, and network issues.Escalate complex incidents to Level 2 and 3 support teams, providing detailed information.Track and monitor incidents, ensuring timely resolution and communication with users.Maintain accurate records of all support activities in the ticketing system.

Service Request Management:

Process and fulfil service requests, such as password resets, software installations, and account creations.Ensure adherence to service level agreements (SLAs) for response and resolution times.Provide clear and concise instructions to users on how to resolve common issues.

User Management:

Manage user access and permissions within the Service Desk system.Create and update user accounts.Define roles and access controls.Ensure proper authentication mechanisms are in place.

Change Management:

Handle change management activities within Service Desk.Track changes within the platform.Evaluate potential risks associated with changes.Ensure proper approvals are obtained before implementing changes.

Knowledge Management:

Contribute to the development and maintenance of a knowledge base, documenting common issues and solutions.Stay up-to-date with the latest IT technologies and best practices.Share knowledge and expertise with other team members.

Customer Service:

Provide excellent customer service, ensuring a positive user experience.Communicate effectively with users, providing clear and concise updates on incident and service request status.Always maintain a professional and courteous manner.Gather customer feedback to improve support.

Level 2 Support:

Perform more in-depth troubleshooting than Level 1, including remote desktop support and more in-depth software and hardware diagnosis.Assist with software deployments and updates.Troubleshoot network connectivity issues.Support mobile device management.

Continuous Improvement:

Proactively identify opportunities for process improvements and optimizations within the Service Desk environment.

Skills & Experience:
You???ll have a demonstrable passion for delivery with the following skills or proven experience in:
Problem-Solving & Analytical Skills:

Strong analytical and problem-solving skillsExcellent troubleshooting and problem-solving skillsAbility to troubleshoot system issues, investigate, and recommend permanent solutions and workarounds.

Communication & Interpersonal Skills:

Good communication and interpersonal skills

Technical Proficiency:

Proficiency in using ticketing systems (e.g., Jira Service Management, ServiceNow)Strong knowledge of Windows and/or macOS operating systemsUnderstanding of basic networking conceptsExperience with Javascript, HTML, XML, and web services (REST API, SOAP)

Service Management Expertise:

Knowledge of ITIL best practicesExpertise in Service Desk delivery best practicesExpertise in Service Desk configuration, administration, and usageStrong understanding of IT service management principlesExperience in ITSM processes and workflowsProven experience in a Service Desk or IT support role.

About us:??
At Peregrine, we see beyond the immediate and look to the horizon. We build lasting, meaningful partnerships with our clients, and deliver flexible solutions for every resourcing need, both now and in the future. Together, we help our clients to engage, develop and harness the skills they need to achieve and grow the workforce they want. We have a range of benefits you will receive alongside your salary.


Our culture:??
At Peregrine we embrace fresh ideas, and we love learning fast. Our solutions are trusted and established, so we have the confidence of knowing we have a solid foundation. We rely on openness and honesty, and we???re always ready to help each other out. And we believe that our work can benefit society ??? whether it???s finding the digital talent of the future or being a driver for social mobility.??

Our commitment to diversity:????
At Peregrine, we???re proudly committed to championing diversity and inclusion, with company-wide initiatives to drive greater social mobility and reduce our environmental impact. Our teams represent a huge breadth of cultures, languages, and ethnicities, and over 20 different nationalities. We also employ candidates from a range of educational and socioeconomic backgrounds. Our partnerships with numerous charities ensure that we can stay well-informed and continue to improve our practices for the future. It reflects in the way we recruit for our clients as we assist them in becoming more diverse.
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