Service Desk Analyst

LA International; United Kingdom; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading recruitment consultancy in the UK is seeking a knowledgeable Service Desk Analyst. The role will involve being the first point of contact for IT support, handling hardware and software troubleshooting, and managing incident logs. Candidates should possess excellent communication skills and be willing to work flexible shifts. This position offers a mix of on-site and remote work, with a requirement for security clearance.

Benefits

Opportunity for extension

Flexible working hours

Qualifications

• Experience in troubleshooting software and hardware issues.
• Ability to log incidents in CRM and manage them to their conclusion.
• Knowledge of operating systems, networks, and shared resources.

Responsibilities

• Act as the first point of contact for technical support.
• Manage calls and emails regarding IT issues.
• Escalate unresolved issues to support teams.

Skills

Troubleshooting IT related problems

Excellent interpersonal skills

Time/task management

Flexibility with work shifts

Verbal and written communication skills

Job description

***SC Cleared***

Service Desk Analyst

Warrington + Remote (1 day p/w onsite)

6 Month contract initially, good scope for extension

Rates negotiable (Umbrella-PAYE)

One of our blue chip clients are looking for a number of Service Desk Analysts to join the team on a long term programme of work.

Key responsibilities

• The IT Service Desk Analyst will be the first point of contact for providing technical support to the accounts designated users. It will require a competent aptitude for working with applications/computer systems/handheld devices and to undertake analysis, diagnosis and resolution of issues which may range from straightforward to more complicated technical issues to their desired resolution.
• The normal working schedule will be no more than 40 hours per week, exclusive of a 30 minute unpaid lunch break each day.
• To act as a single point of contact for phone calls and emails from staff regarding IT issues and queries.
• Receiving, logging and managing calls to their conclusion from internal staff via telephone and email.

Key Skills / Experience

• Responsibility for troubleshooting IT related problems from software/applications to hardware, such as desktops, laptops, printers and iPhones of the accounts designated users.
• Responsible for troubleshoot basic issues operating system, network, email and shared resources such as network shares, printers etc.
• Log all customer contacts in CRM tool and take ownership of incidents to their desired conclusion.
• Installation of all applications and resetting passwords to all enterprise applications.
• Escalate unresolved calls to various application and infrastructure support teams.
• Participate in enterprise application release/maintenance activities on request.
• Closely monitor and meet ticket SLA targets.
• Effective time/task management, as well as the ability to be flexible and creative on any given task.
• Willingness to take on extra responsibility, as and when required.
• Responsible for monitoring and maintaining defined SLA's.
• Act as the designated backup for Incident Manager when reasonably instructed to do so.
• Quantifiable experience of operating in a face paced moving client facing engagement.
• In depth quantifiable knowledge and hands on experience in troubleshooting IT related issues.
• Constantly seeks to improve technical knowledge and researches new product capabilities.
• Possess excellent inter-personnel skills.
• Possess excellent soft skills, verbal and written communication skills.
• Willingness to participate and lead project meetings with the customer on request.
• Should be flexible with Multiple Shifts as and when required in 24x7 environment.
• Should ready to work in shifts and out of hours (based on project requirement).

This is a great opportunity on a long running programme of work.

Apply now for your CV to reach me directly and we will reply as soon as possible.

Due to the nature and urgency of this post, candidates holding or who have held high level security clearance in the past are most welcome to apply. Please note successful applicants will be required to be security cleared prior to appointment which can take up to a minimum 10 weeks.

LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.