Service Desk Analyst

Bell Integration; Portsmouth; On-site; GBP 20,000 - 30,000; Full time

Job summary

Bell Integration is seeking a proactive Service Desk Analyst to provide 1st Line Support for critical systems, ensuring operational efficiency. The role involves responding to incidents, monitoring service metrics, and contributing to continuous improvement initiatives within a supportive team environment.

Qualifications

• Experience in customer-facing/user support – Tier 1 and 2.
• Knowledge of Microsoft 365 and Windows operating systems.
• Understanding of IT workflows and ITIL practices.

Responsibilities

• Provide 1st Line Support for external customers and internal staff.
• Perform initial triage of service requests and escalate when necessary.
• Monitor SLAs and assist in maintaining high service quality.

Skills

Excellent communication/customer service skills

Logical approach to problem solving

Attention to detail

Education

Appropriate IT background and experience

ITIL experience/Certification

Tools

Microsoft 365

ServiceNow

Job description

Overview

Responsible for:

Working within a dedicated team, you will be responsible for providing 1st Line Support covering critical systems for either external customers or our internal staff.

Based at:

Bay House - Portsmouth

Scope:

Utilising industry standard toolsets, you will monitor calls, emails, and automated alerts, bringing them to an appropriate resolution or escalating where necessary, all under an ITIL aligned framework.

Purpose:

• Providing support during business hours (Monday to Friday 09.00 – 17.30)
• Practical, proactive Service Desk Analyst required to join existing team in keeping end users operational and ensuring critical systems are online and available
• Expected to contribute to continuous improvement activities, working with the team to identify and improve internal processes to delight our customers.

Responsibilities

Bell Integration is an IT Services company specialising in Infrastructure technology and services including IT lifecycle management, Managed Services, and Consulting & Project Services.

We provide onsite and remote Managed Services for a variety of customers across Telecoms, Retail, Media, and Financial Services. This can range from desktop support to hardware lifecycle management to specialist technical support.

This role will either manage L1 tickets from customers or directly from internal Bell staff.

Activities:

• Perform initial triage of incoming service calls/emails/alerts and make appropriate routing decisions
• Act as the first point of contact for incidents reported by phone, e-mail, or by remote monitoring tools.
• Contribute ideas for continual improvement of service desk function and service delivery in general
• Help develop efficient service desk tools, policies, and procedures
• Proactively drive tickets and workflow and assertively chase any tickets languishing in queues
• Monitor SLAs, escalate (and where possible help expedite) any threatened SLA breaches
• Provide reports and metrics
• Complete service desk tasks and administration as defined by the business
• Ensure all entries to the service management solution are accurate, concise, and timely
• Be continually focused, and maintain an ongoing understanding of the interdependencies that Problem, Change, and Configuration Management processes have on good Incident Management.
• Pursue personal development of skills and knowledge necessary for effective performance in the role.
• Push the high-performance boundary by demonstrating unrelenting effort to close incidents, for known errors, without the need for functional escalation.
• Establish and maintain effective working relationships with customer contacts, colleagues, and management, taking task guidance from the Team Leader.
• Maintain an ongoing awareness of the customer base and the contractual service support and delivery entitlements.
• Ensure the level of service support reflects entitlement for all opened incidents. In the event of service support requested beyond entitlement, ensure timely engagement of the Team Leader for resolution.
• Maintain an ongoing awareness of all standard operating procedure (SOP) content, keeping abreast of new releases or updates

Competencies

• A strong interest in an IT Career
• Ability to work on your own initiative and learn new skills
• Positive and enthusiastic team player
• Excellent communication/customer service skills and experience
• Logical approach to problem solving
• Attention to detail
• Highly reliable and effective time manager

Qualifications

Essential:

• Appropriate IT background and experience
• Appropriate customer-facing/user support experience – Tier 1 and 2
• Extensive knowledge of Microsoft 365
• Proficient with operating systems, including but not limited to:
• Windows 10
• Windows Server 2012 – 2019
• Basic working knowledge of server infrastructure and networking
• Technical troubleshooting in cloud and On-Prem environments
• Experience working with ticketing systems such as ServiceNow
• Knowledge and understanding of working to defined SLAs
• Understanding of IT workflows/ITIL practices

Desirable:

• Experience of documenting processes and operational procedures
• General understanding of IT Infrastructure, Data, Voice (Teams), Security, and Systems
• Full driving license
• ITIL experience/Certification