Service Desk Analyst

TN United Kingdom; Uxbridge; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Service Desk Analyst to enhance user experience across IT services. This role involves providing first-line support, ensuring efficient technology solutions, and improving productivity and satisfaction. The ideal candidate will excel in communication and problem-solving, with a solid understanding of desktop technologies and ITIL principles. Join a diverse team focused on delivering excellence in service, where your contributions will significantly impact the organization and its users. If you are passionate about technology and client-centric solutions, this opportunity is perfect for you.

Qualifications

• Experience in a Service Desk role is preferred.
• Excellent communication skills are essential for liaising with colleagues.

Responsibilities

• Monitor the Service Desk queue and reassign tickets as needed.
• Resolve incidents at the first point of contact using knowledge articles.

Skills

Communication Skills

Problem Solving

Windows

Active Directory

Office 365

ITIL Principles

Tools

Fault Ticket Management Systems

Web Application Management

Job description

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JATO Dynamics is a global company and the leading provider of automotive market intelligence. With an insight into over 50 overseas markets, we deliver the world's most complete, accurate and up-to-date automotive data and insights, creating significant competitive advantage to our customers.

Role Overview:

Join us as a Service Desk Analyst(End User Computing Analyst), where you will play a pivotal role in enhancing the user experience across our IT landscape. You will be responsible for providing 1st line support,ensuring seamless, efficient, and effective technology solutions that improve productivity and satisfaction for all users. This position requires a passion for client centricity and a commitment to excellence through continuous improvement.

This role is based at our Head Office in Uxbridge and the successful candidate will be required to attend the office on a full-time basis.

Key Responsibilities:

• Monitor the Service Desk queue, reassigning tickets where required.
• Resolving a high percentage of incidents at the first point of contact, following knowledge based articles
• Ensuring all SLA’s are met, prioritising support tickets and escalating as and when required
• Develop and maintain team documentation, related to 1st line support activities, including the creation and updating of knowledge articles
• Troubleshoot, diagnose and fix faulty user equipment and operating systems
• Liaise with third party software and hardware suppliers, where required

Key Requirements:

• Ideally have worked within a Service Desk role/environment before
• Excellent communication skills, verbal and written as you will be liaising with colleagues across different regions and countries
• Working knowledge of desktop technologies, including Windows and Active Directory
• Previously worked with fault ticket management systems
• Can work within a team and independently
• Thoroughly enjoys problem solving
• Understanding of the Office 365 suite of applications such as Sharepoint and Microsoft Teams
• Basic knowledge of Web Application management
• Understanding of ITIL principles, desirable

JATO Dynamics is a global business and our success is attributed to the diversity, skills and experiences of our colleagues across the world. We are proud to be an equal opportunity employer and are committed to equal employment opportunity regardless of race, sex, age, gender identity, sexual orientation, religion or belief, disability, marital status or veteran status.