Service Desk Analyst – Overseas

TN United Kingdom; Wembley; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Service Desk Analyst to provide exceptional support to users in an IT environment. This role involves assisting users with hardware and software issues, logging incidents, and ensuring high customer service standards. The ideal candidate will have strong communication skills and a solid understanding of IT hardware and software. You'll be part of a dynamic team, addressing user needs and contributing to a positive service experience. If you're passionate about IT support and eager to make a difference, this opportunity is perfect for you.

Qualifications

• Experience troubleshooting Microsoft Office, especially Outlook, Word, Excel.
• Understanding of ITIL framework and its application in support roles.

Responsibilities

• Support users via remote assistance, providing high-resolution support.
• Log all calls on the Service Desk toolset, maintaining records of issues.
• Coordinate with third-party technical support when necessary.

Skills

Excellent telephone and customer service skills

Good understanding of IT hardware setup and configuration

Focused on quality and self-motivated

Excellent interpersonal and organizational skills

Education

ITIL Foundation (v3) or similar certification

Industry-standard IT certifications (e.g., MCP)

Minimum 1 year of support experience in an IT environment

Tools

Microsoft Office 2010/2013

Windows 10/x

MacOS X

Citrix

Job description

Service Desk Analyst – Overseas, Wembley

Client: [Client Name]

Location: Wembley, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: 4c2343386bf8

Job Views: 8

Posted: 05.05.2025

Expiry Date: 19.06.2025

Job Description:

Key Accountabilities

• Support users via remote assistance, providing high-resolution support at first contact.
• Maintain high customer service standards for all support queries, following service management principles (Incident Management Process).
• Take ownership of user incidents and proactively address user issues.
• Log all calls on the Service Desk toolset, maintaining records of software or hardware problems.
• Gather accurate information from users on incidents and requests, highlighting Configuration Item (CI) relationships (Asset Management).
• Respond to user requests and assist with hardware or software requirements.
• Support users in using IT equipment by providing guidance and advice.
• Escalate complex calls after capturing all relevant information.
• Coordinate with third-party technical support when necessary.
• Highlight trends and major incidents to the 1st line team leader promptly.

Measures

• Meet service level targets for creating, resolving, and closing support calls monthly.
• Maintain acceptable service levels to customers and the business.
• Achieve SLAs as per yearly objectives (call logged/resolved, answer rate/abandon rate, etc.).
• Deliver consistent and reliable service across all incident and request types.
• Accurately categorize incidents and prioritize based on impact and severity.
• Apply a consistent approach to all support calls.
• Escalate complex service issues effectively.
• Maintain and update IT knowledge and process documentation as needed.

Personal Skills and Qualifications

Skills

• Excellent telephone and customer service skills.
• Good understanding of IT hardware setup and configuration.
• Focused on quality and self-motivated.
• Excellent interpersonal and organizational skills.

Education and Experience

Advantages include:

• ITIL Foundation (v3) or similar certification.
• Industry-standard IT certifications (e.g., MCP).
• Minimum 1 year of support experience in an IT environment.
• Experience troubleshooting Microsoft Office 2010/2013, especially Outlook, Word, Excel, PowerPoint.
• Experience with Windows 10/x and MacOS X troubleshooting.
• Understanding of ITIL framework and its application.
• Experience supporting users in Citrix or remote desktop environments.