Service Desk Analyst

JATO Dynamics; Uxbridge; On-site; GBP 26,000 - 38,000; Full time

Job summary

JATO Dynamics is seeking a proactive Service Desk Analyst to join the Technology Team in Uxbridge. You will provide first-line IT support for hardware and software to colleagues globally, monitoring tickets in Jira and contributing to knowledge base articles.

The role requires on-site work 4-5 days/week, 08:00–18:00, on a rotating shift pattern. Strong communication across regions is essential.

Qualifications

• Experience in a service desk environment.
• Understanding of ITIL principles (desirable).
• Experience with Office 365 apps (SharePoint, Teams).
• Proficiency with Windows and Active Directory.
• Experience with ITSM tools (preferably Jira).
• Knowledge of Web applications management.
• Excellent verbal and written communication.

Responsibilities

• Monitor the Service Desk queue within Jira and reassign tickets as needed.
• Troubleshoot and fix faulty user equipment and operating systems.
• Resolve incidents at first point of contact using knowledge base articles.
• Develop and maintain team documentation and knowledge articles.
• Liaise with third party software and hardware suppliers.

Skills

Service desk experience

Windows & Active Directory

Office 365 (SharePoint, Teams)

ITIL knowledge

Jira / ITSM tools

Strong communication

Web applications

Tools

Jira

Job description

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.

Find out more about what we do here: JATO

Our vision.

Our vision is to be the world’s most exciting leader in automotive business intelligence solutions. We aim to generate excitement through implementing pioneering ideas, problem solving and going beyond our customer expectations. Our JATO colleagues are partners in our future and stakeholders in our desires. Our strategic intent is to help customers create significant competitive advantage by constantly leading in connected data, information and knowledge provision, ultimately improving our customers’ work processes, informed decision-making and business results.

Role Overview:

We are seeking a proactive and customer focused Service Desk Analyst (End User Computing Analyst) to join our global Technology Team in Uxbridge.

Please note you will be required to work onsite 4 -5 days a week, between the hours of 08.00 - 18.00 on a rotating shift pattern.

In this role you will be providing first level IT support (hardware & application) to JATO colleagues globally, you will do this through the monitoring of tickets using our ITSM tool, Jira.

Key Responsibilities:

• Monitor the Service Desk queue within Jira, reassigning tickets where required
• Troubleshoot, diagnose and fix faulty user equipment and operating systems
• Resolving a high percentage of incidents at first point of contact, following knowledge base articles
• Develop and maintain team documentation, relating to first line support activities, including the creation and updating of knowledge articles
• Liaise with third party software and hardware suppliers

Key Requirements:

• Experience working within a service desk role / environment before
• Understanding of ITIL principles - desirable
• Understanding of the Office 365 Suite of applications such as Sharepoint and Microsoft Teams
• Working knowledge of desktop technologies, including Windows and Active Directory
• Previous experience working with a ITSM tool before, ideally Jira
• Basic knowledge of Web Application management
• Excellent communication skills, verbal and written as you will be liaising with colleagues across different regions and countries

Our values

JATO core values are Integrity, People First, Collaboration, Innovation and Excellence.

Learn more about our values here: JATO Core Values

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.