Service Desk Analyst

Nationwide Platforms; City of Westminster; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading service provider in the UK seeks a Service Desk Analyst to offer top-notch support to 700 colleagues across its business. Responsibilities include managing incidents, providing technical support, and maintaining knowledge bases. Ideal candidates will have experience in IT Service Delivery and service desk operations. Competitive salary starting from £27,000 DOE along with various benefits is offered.

Benefits

Competitive Salary

25 Days annual leave plus bank holidays

Westfield Health Cash Plan

Life Assurance

Auto Enrolment Pension Scheme

Discount on selected high street stores

Qualifications

• Experience within IT Service Delivery.
• Service Desk experience managing IT tasks.
• Some knowledge of ITIL or other IT frameworks.

Responsibilities

• Logging and managing incidents and access requests.
• Providing 1st/2nd line technical support.
• Updating knowledge base with common issues.
• Ensuring asset database is maintained.

Skills

Customer service skills

Incident management

Basic troubleshooting

Attention to detail

Ability to prioritise

Tools

ServiceNow

Job description

Overview

We are recruiting for a Service Desk Analyst to join the IT team at our Head Office in Lutterworth. As a Service Desk Analyst, you will provide consistent, excellent, and trusted end-user support to 700 colleagues across our UK business. Key day to day tasks will include incident management, request fulfilment (including Starter Mover Leaver processes - SML), maintenance and audit tasks, and maintenance of the knowledge base. Effective prioritisation and strong customer service skills are essential.

Responsibilities

• Logging and managing incidents, access management and requests from internal users via ServiceNow self-service portal & high priority telephone calls.
• Provide 1st/2nd line technical support - basic troubleshooting of IT related incidents & problems.
• Supporting users with hardware, software, telephony & cloud applications.
• Ensure all tickets raised contain a suitable amount of detail for further support from 2nd and 3rd line teams, where appropriate.
• Highlighting trends and potential significant/major incidents to the Group IT Service Manager.
• Managing escalations, including communicating to and engaging the appropriate colleagues.
• Updating knowledge base with details of common issues which users can search for and self-serve.
• Passing and escalating calls to 3rd line support analysts if the problem is more complex.
• Prioritising and managing several tasks concurrently.
• Ensure asset database is maintained and kept up to date.
• Providing support / mentoring to IT Apprentice and future recruitments.

Qualifications

• Experience within IT Service Delivery.
• Service Desk experience - managing IT tasks & setting business expectations through good communications.
• Some knowledge of ITIL or other industry-recognised IT frameworks.
• Good attention to detail in all aspects of work.
• Ability to prioritise and work under pressure.
• Ability to learn new skills quickly and thoroughly.

Benefits

Competitive Salary from £27,000 DOE; 25 Days annual leave plus bank holidays; Westfield Health Cash Plan; Life Assurance; Auto Enrolment Pension Scheme; Lifestyle Benefits - Discount on selected high street stores.