Service Desk Analyst

Proactive.IT Appointments; Epsom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading IT services company based near Epsom is seeking an experienced Service Desk Analyst to support 500 end users. The role offers competitive salary, hybrid working, and a comprehensive benefits package including a generous pension scheme, discretionary bonus, onsite amenities, and private medical. Ideal candidates will have over 5 years’ experience in Service Desk support, strong troubleshooting abilities, and excellent customer service skills. This is a permanent position with a vibrant team environment.

Benefits

Annual leave

Leading pension scheme (20%+ contribution)

Discretionary bonus

Onsite parking

Gym

Café and restaurant

Private medical

Life assurance

Income protection

Various car scheme

Qualifications

• Minimum of 5 years’ experience in a technical customer-facing Service Desk support role.
• Practical understanding of ITIL framework.
• Demonstrable troubleshooting and problem resolution skills.

Responsibilities

• Support up to 500 end users and solve 1st and 2nd line issues.
• Provide excellent customer service and build strong relationships.
• Work independently to manage and prioritize workload under pressure.

Skills

5+ years’ experience in Service Desk support

ITIL framework understanding

Troubleshooting and problem resolution skills

Microsoft Windows 11 support

Strong Microsoft Office and Office 365 skills

Client patching and collection management using SCCM

Active Directory administration

Experience adhering to procedures

Excellent customer service skills

Remote control tools usage

PC support experience

Self-starter with workload management

Analytical thinking and problem-solving

Excellent interpersonal skills

Job description

Service Desk Analyst Proactive.IT Appointments•Epsom, UK

11416SJR
Truly competive + bonus + car + brilliant benefits

Service Desk Analyst – Hybrid

Our client is urgently looking for an experienced Service Desk Analyst to join their team based near Epsom, on a permanent basis.

Ideally you will have experience solving 1st and 2nd line issues. Any experience at 3rd line level is advantageous. You will be customer driven, forming a team of 5 supporting up to 500 end users.

You will be rewarded with an excellent salary, as well as a brilliant benefits package including annual leave, leading pension scheme (20%+ contribution), discretionary bonus, onsite parking, gym, café and restaurant, private medical, life assurance, income protection, various car scheme and many, many more perks!

Service Desk Analyst – Key Skills:

• 5+ years’ experience in Service Desk support preferably in a busy environment undertaking a technical customer facing role
• Working knowledge and understanding of ITIL framework and the ability to demonstrate this in a practical way
• Demonstrable troubleshooting and problem resolution skills
• Strong experience of Microsoft Windows 11 support and installation
• Strong Microsoft Office and Office 365 skills
• Client patching and collection management using SCCM
• Active Directory and other account administration experience
• Experience working with and adhering to procedures
• Prides themselves on being reliable, punctual and creating an environment in which people feel comfortable to work to the best of their ability
• Excellent customer service skills, the ability to build strong relationships across the broader IT teams and business
• Experience working to Service Level Agreement targets
• Ability to use remote control tools and provide effective telephone / remote support
• Experience providing PC support including image creation, building, configuring and troubleshooting PC hardware and software
• Self-starter able to work on own initiative, managing and prioritising own workload, managing competing priorities to deliver tight deadlines under pressure
• Ability to assimilate new knowledge and skills, applying analytical thinking to identify root causes or problems and apply them at a practical level
• Excellent interpersonal skills and strong customer focus to build effective working relationships with customers and staff members

Service Desk Analyst – Hybrid

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation