Service Desk Analyst – 11123SR

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

Job summary

A recruitment agency is seeking an experienced Service Desk Analyst to join their team in Epsom on a permanent basis. The role involves providing first and second line support in a hybrid environment, both onsite and remotely. Candidates should have over 5 years of service desk experience and strong skills in ITIL, Windows 11, and customer service. Competitive salary and various benefits, including a pension scheme and hybrid working, are offered.

Benefits

Annual leave

Pension scheme

Hybrid working

Discretionary bonus

Medical cover

Car scheme

On-site parking

Food facilities

Qualifications

• 5+ years in Service Desk support in a technical customer-facing role.
• Demonstrated knowledge of ITIL framework in practice.
• Strong background in Microsoft Windows 11 and Office support.

Responsibilities

• Provide first line support for incidents and service requests.
• Support face-to-face and remotely via MS Teams and telephone.

Skills

Service Desk support

ITIL framework knowledge

Microsoft Windows 11 support

Microsoft Office and Office 365

Client patching and SCCM

Active Directory administration

Procedure adherence

Documentation skills

Customer service skills

Remote support tools

PC support and configuration

Job description

Overview

11123SR
Market related

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.

Responsibilities

• Provide 1st line support for all Incidents and Service Requests as well as some 2nd and 3rd line support to specific services.
• Hybrid role that requires support to be provided face to face onsite as well as remotely via MS Teams & Telephone.

Key Skills / 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: Market related. Benefits include annual leave, pension scheme, hybrid working, discretionary bonus, medical cover, car scheme, on-site parking and food facilities, as well as many other perks.

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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