IT.Service Desk Analyst (1st/2nd Line Support)

Fully Remote - 25,000 - 29,000

The Role

My client is looking for an IT Service Desk Analyst who excels in providing excellent customer service in a clear/confident and concise manner.

As a Service Desk Analyst you will work as part of a team responsible for providing 1st and 2nd line IT support to our clients group companies.

You will provide 1st and 2nd line support for business users and customers, carrying out first-time fix on incidents logged with the Service Desk.

Job purpose:

Deliver 1st and 2nd line Service Desk support, providing the single point of contact into the IT department. Tickets may be logged by phone, email or via the Portal.

Ensure all incidents and service requests are responded to and resolved within SLA timescales.

Carry out initial diagnosis/triage of incidents to ensure the correct business priority and categorisation are recorded, and all initial checks are made to ensure incidents can be progressed quickly.

Ensure all tickets are logged in the Service Desk tool, with regular updates provide to the end users and correct resolution action taken.

Liaise with resolver groups involved in the management of incidents and service requests, including internal IT teams and third-party vendors.

Participate in problem management, including the pro-active identification and root cause analysis of problems (based on Service Desk data).

Provide resolution action updates within the Service Desk knowledge tools.

Provide Service Desk communications and notifications for service outages to IT users, liaising with suppliers and colleagues in the IT department as appropriate.

Management and delivery of service requests raised within the Portal, within SLA timescales.

Respond to alerts notified to the Service Desk from monitoring tools, ensuring these are assigned to and resolved by the correct support teams or vendors.

All Service Desk functions and processes are to be based on ITIL best practice for service management.

Specific requirements:

Experience of working in a similar IT Service Desk role (essential).

Excellent communication and team-working skills (essential)

Excellent customer service skills (essential).

Knowledge of IT infrastructure and applications.

Microsoft 365 support knowledge.

ITIL knowledge and experience, Foundation qualified (desirable).

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