Service Desk Analyst

NG Bailey Group & Central; Leeds; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading independent engineering and services business in the UK is looking for a Service Desk Analyst to join the Leeds office. This hybrid role requires strong customer service and relationship-building skills to provide IT support. You will troubleshoot issues, assist with IT projects, and ensure adherence to processes and confidentiality. The ideal candidate has experience in service desk roles and is ITIL qualified. Competitive benefits include a hybrid working model, 25 days holiday, and private medical insurance.

Benefits

25 Days Holiday + Bank Holidays

Pension with up to 8% employer contribution

Private Medical Insurance

Life Assurance

Flexible benefits including Dental Insurance and Gym Membership

Qualifications

• Previous experience in a 1st line/Service Desk/Helpdesk support position.
• Excellent verbal and written communication skills.
• Experience supporting Windows 11 and Office 365, networking technologies.

Responsibilities

• Ensure process documentation is accurate and up to date.
• Act as a point of contact for phone calls and emails regarding IT issues.
• Log, assign, and respond to requests for assistance in line with the SLA.

Skills

Customer service

Troubleshooting

Active Directory

Windows 11 support

Office 365 support

Networking technologies

Mobile device management

Job description

Overview

Service Desk Analyst — Leeds - hybrid — Permanent

We\'re seeking a Service Desk Analyst with strong relationship building skills and great customer service to join our team in the Leeds office. As the first point of contact for all NG Bailey colleagues, you\'ll play a key role in delivering an excellent colleague experience by troubleshooting faults, performing initial diagnosis and resolving incidents as efficiently and effectively as possible.

Responsibilities

• Ensuring process documentation is accurate and up to date
• Identifying process improvements and agreeing changes to processes with the Senior Service Desk Analyst
• Acting as a point of contact for phone calls and emails from staff regarding IT issues and queries
• Ensuring that requests for assistance are properly logged, assigned and responded to in accordance with the ICT Service Level Agreement (SLA)
• Escalating major incident and high impact user calls to the correct team in a timely manner, ensuring that escalation procedures are adhered to and within the SLA
• Assisting in IT Projects as delegated, from request for change (RFC) through to implementation and review, to support the continued availability, effectiveness and safety of business systems
• Implementing known remote fix solutions and workarounds and assist users to recover and continue operation
• Maintaining the highest levels of confidentiality in all aspects of employment and work undertaken and ensure all relevant ICT Policies are adhered to in working practices
• Responsible for ensuring that Information Security risks are documented and escalated accordingly to reduce the occurrence and impact of security incidents

Qualifications

• Previous experience in a 1st line/Service Desk/ Helpdesk support position
• Excellent communications skills both verbal and written
• Proven experience of Active Directory, password resets and security group administration
• Demonstrable experience of supporting Windows 11 and Office 365, networking technologies, VPN, Wireless, LAN and WAN
• Solid experience of troubleshooting IOS and Android mobile phones and tablets
• Experience in using mobile device management solutions such as Intune
• Ideally ITIL qualified

Benefits

• 25 Days Holiday + Bank Holidays with an option to Buy/Sell additional days
• Pension with a leading provider and up to 8% employer contribution
• Personal Wellbeing and Volunteer Days
• Private Medical Insurance
• Life Assurance Free 24/7 365 Employee Assistance Program to support mental health and well-being (including counselling sessions and legal advice)
• Flexible benefits to choose from inc: Dental Insurance, Gym Membership, Give As You Earn, Travel Insurance, Tax Free Bikes

Next Steps

As a business, we\'re on a journey to build on our culture where everyone is included, treated fairly and with respect. This starts with recruitment and how we bring people into the organisation.

We\'ll do our best to outline the recruitment process to you ahead of time with plenty of notice. If you require any accommodations to participate in the application or interview process, please let us know and we will work with you to ensure your needs are met.

About Us

We are one of the leading independent engineering and services businesses in the UK. Founded in 1921, with a turnover of £500m and 3000 employees, we are proud of our history of developing great people through our investment in training.

Working across a variety of sectors within the building and infrastructure industry, our innovative, responsible and forward-thinking approach allows us to work on fantastic ground-breaking projects, providing solutions using the latest tools and technologies.

Progression is something we value, and we will make sure that when you join us you have a clearly defined development path, supported by regular reviews, training and ongoing support to enable you to be the best you can be.