Service Desk Analyst – 11123SR2

Proactive.IT Appointments Limited; Epsom; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A technology recruitment agency is seeking an experienced Service Desk Analyst to join their team in Epsom. This hybrid role requires providing 1st line support for incidents and service requests, along with some 2nd and 3rd line support. The ideal candidate will have over 5 years of experience in Service Desk support and strong skills in Microsoft Windows 11 and Office 365. This position offers a comprehensive benefits package including a discretionary bonus and medical cover.

Benefits

Annual leave

Pension scheme

Discretionary bonus

Medical cover

On-site parking

Food facilities

Qualifications

• 5+ years’ experience in Service Desk support preferably in a busy environment.
• Strong experience with Microsoft Windows 11 installation and support.
• Experience providing remote support using MS Teams and telephone.

Responsibilities

• Provide 1st line support for all Incidents and Service Requests.
• Offer 2nd and 3rd line support for specific services.
• Maintain documentation and adhere to procedures.

Skills

Service Desk support experience

ITIL framework knowledge

Microsoft Windows 11 support

Microsoft Office and Office 365 skills

SCCM experience

Active Directory administration

Strong customer service skills

Remote support skills

Job description

Overview

Service Desk Analyst – Hybrid

Our client is urgently looking for an experienced Service Desk Analyst to join their team based in Epsom, on a permanent basis.

The Service Desk Analyst will provide 1st line support for all Incidents and Service Requests as well as some 2nd and 3rd line support to specific services. This is a hybrid role that requires support to be provided face to face onsite as well as remotely via MS Teams & Telephone.

Responsibilities

Provide 1st line support for all Incidents and Service Requests. Offer some 2nd and 3rd line support for specific services. Support on-site and remote users via MS Teams and telephone. Maintain accurate documentation and ensure adherence to procedures. Work to Service Level Agreement targets.

Key Skills and Qualifications

• 5+ years’ experience in Service Desk support preferably in a busy environment undertaking a technical customer facing role
• Working knowledge and understanding of ITIL framework and the ability to demonstrate this in a practical way
• Strong experience of Microsoft Windows 11 support and installation
• Strong Microsoft Office and Office 365 skills
• Client patching and collection management using SCCM
• Active Directory and other account administration experience
• Experience working with and adhering to procedures
• Strong documentation skills
• Prides themselves on being reliable, punctual and creating an environment in which people feel comfortable to work to the best of their ability
• Excellent customer service skills, the ability to build strong relationships across the broader IT teams and business
• Experience working to Service Level Agreement targets
• Ability to use remote control tools and provide effective telephone / remote support
• Experience providing PC support including image creation, building, configuring and troubleshooting PC hardware and software

Benefits

Salary is market related with a comprehensive benefits package including annual leave, pension scheme, hybrid working, discretionary bonus, medical cover, car scheme, on-site parking and food facilities, as well as many other perks.

Application notes

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

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