Service Desk Analyst (35K)

Thebes Group; Greater London; On-site; GBP 30,000 - 35,000; Full time

Job summary

Thebes Group is seeking a Service Desk Analyst in London to deliver first-line IT support and detailed issue logging. The role focuses on providing prompt customer service, troubleshooting, and escalation to appropriate teams as needed.

You will work within IT infrastructure support, adhering to SLA requirements and contributing to smooth IT operations across the business. This is a permanent position offering a clear career path.

Qualifications

• ITIL Foundation (Minimum) required.
• Experience with ITSM tools such as ServiceNow or Ivanti.
• Strong customer service skills and ability to log and track issues clearly.
• Experience with Windows 7/10 environments and Office suite.

Responsibilities

• Troubleshoot and log IT issues reported to the Service Desk accurately.
• Provide solutions and workarounds meeting customer and business expectations.
• Offer technical support and liaise with 2nd/3rd line teams to resolve complex issues.
• Provide first-line telephone support for IT and facilities requests and meet SLA targets.
• Escalate issues appropriately and communicate updates to end users.
• Monitor the ITSM queue and email to ensure timely responses.
• Maintain ownership of updates and resolutions communicated to users.

Skills

Service Desk Experience

Customer service

Windows 7 & 10

Microsoft Office

ITSM tools

ITIL Foundation

Tools

ServiceNow

Ivanti

Job description

Role: Service Desk Analyst

Location: London

Salary: £30,000 - £35,000

Position: Permanent

Key Essential Skills

• Service Desk Experience
• Ability to provide a high level of customer service
• Extensive experience Windows 7 & 10
• Experience with Microsoft Office Suite
• Worked with ITSM tool's (Servicenow or Ivanti)
• ITIL Foundation (Minimum)

Desirable Skills:

• Resilience
• Problem Solving Skills
• Analytical mind-set
• Excellent Customer Service Skills
• Ability to work well in a team
• Working knowledge with Mandarin

Role & Responsibilities:

• Troubleshooting and accurately logging all IT issues reported to the Service Desk.
• Provide solutions & workarounds where possible which meet the customer and business expectations.
• Providing technical support and advice to users, liaising with 2nd and 3rd line infrastructure and application support personnel to resolve complex hardware/software issues.
• Providing first-line telephone support for IT and facilities related support calls/requests ensuring that calls are answered within SLA and that relevant issues are escalated appropriately.
• Working to personal and team SLA's/KPIs.
• Adhering to the Incident management processes, ensuring updates to tickets and users are performed in a timely manner.
• Total ownership and communication of updates and resolution to end users
• Monitoring of ITSM tool queue to ensure all fault calls are progressed and updated.
• Monitoring of emails to ensure all requests and faults are logged and responded to in a timely manner.
• Providing support on Wireless networks and VPN remote connectivity issues

Outline Thebes Group:

Thebes Group is a leading UK wide IT infrastructure technology consultancy. We are well-known for our extensive talent pool of highly competent IT professionals and exclusive Academy programmes, which provide a great opportunity to undertake technical training in core disciplines. Thebes work with a number of leading vendors, Government, financial institutions and insurance companies including investment banks, brokers and hedge funds.

Thebes does IT solutions & services differently from most other IT service providers. As an Assured Outcome Provider (AOP) we have spent fifteen years willingly sharing the client's risk with them by focusing on outputs (ie quality service & solutions and ROI) rather than inputs (ie pricelists and headcount). We do this by fitting our skills, solutions & capabilities to needs, augmenting our staff with enthusiastic professionals from our Academy programme and remaining flexible as our clients' needs change.