Service Desk Analyst

Undisclosed; Milton Keynes; On-site; GBP 28,000 - 33,000; Full time

Job summary

VWFS IT Services is seeking a Service Desk Analyst for Milton Keynes. The role is fully onsite with core hours 8-16 or 10-18, offering a daily rate of up to £178.85 inside IR35.

The analyst will log incidents and service requests, provide first-time fixes where possible, and escalate when needed to second-level support. Strong communication and stakeholder updates are essential for success.

Qualifications

• Experience delivering first time fix in a service desk environment.
• Ability to triage incidents and escalations quickly.
• Knowledge of ITIL or IT service management principles.

Responsibilities

• Responsible for a technical ‘first time fix’ where possible, working towards defined targets and KPIs.
• Ensuring calls are answered within the required SLA.
• Assigning impact and urgency for incidents and requests.
• Engage with support teams to resolve incidents and maintain customer satisfaction.
• Own incident resolution with input from HQ and 3rd party providers.
• Manage multiple work channels and provide daily management information.

Skills

First-line support

Incident management

SLA compliance

Customer service

Communication

Job description

Location: Milton Keynes. Fully onsite. Either 8-4pm or 10-6pm

Rate: up to £178.85 p/d Umbrellainside IR35

The Service Desk is a key IT function and delivers the leading practice, customer-focused approach defined by VWFS’ IT Services Strategy to all in VWFS UK, VW Bank Ireland and the retail network, with associated high levels of service and satisfaction.

The Service Desk Analyst’s responsibilities include incident and service request logging, providing technical first time fix solutions and escalating service request and incidents to second level Support areas where necessary.

Key Skills/ requirements

• Responsible for a technical ‘first time fix’ where possible, working towards defined targets and KPIs.
• Responsible for ensuring internal and external calls are answered effectively and efficiently and within the required SLA.
• Responsible for assigning the correct impact and urgency of incidents and requests.
• Engage with all support teams to deliver resolution of incidents and ensuring customer satisfaction
• Own incident resolution throughout local subsidiary with input from headquarters and 3rd party providers.
• Manage multiple work channels, ensuring each work queue is maintained and appropriate management information provided daily to the IT Contact Centre Manager.
• Responsible for organising own daily work tasks using the incident management system.
• Communicating written and verbal updates with stakeholders from all levels within the business.
• Administration and resolution of complaints, escalating where required.
• Create and maintain knowledge base and local working instructions.
• Manage escalations for all service users, providing full business impact analysis.
• Responsible for activities that require Service Desk approval for new products and services accepted into service.

DECISION MAKING SCOPE

• Providing decisions on first line analysis and impact assessments in conjunction with the defined procedures and support from IT Services management.
• Decisions required when escalating to out of hours support when systems are not functioning as expected and immediate intervention is required.