Service Desk Analyst

Wates Group; 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 are looking for a Service Analyst to join the team being the first point of contact for the Wates business for IT incidents and requests. This would be through phone calls and emails where you will be responsible for attempting to resolve the issue in the first instance.

ABOUT THE ROLE

To be successful in the role you will already hold a ITIL v3 Foundation Certificate and impressive knowledge of Microsoft products and AD. You should also be able to demonstrate an ability to learn new products and have worked in a similar role.

As a Service Desk Analyst, you will:

• Be logical and methodical in your fault finding
• Identify and elevate high priority incidents with third parties to restore service and deliver requests
• Excellent written and verbal skills
• Lead role in managing suppliers and ensuring that we get the best value and performance with them.
• Ability to listen, question and explain non-technical information so it is understood.

Our commitments:

Wates is proud to be an employer where anyone can thrive, and we welcome applications from candidates of all backgrounds.

We don't discriminate based on a criminal record; all applications are reviewed on an individual basis against the requirements of the role. Some roles may require additional checks, due to the nature of the work. As a Disability Confident Leader, we offer an interview to applicants with a disability who meet the minimum criteria for the role and opt in to the Disability Confident scheme. Reasonable adjustments are available, please contact us at [e-mail]