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1st Line Service Desk Support Analyst
3 months ago
1st Line Service Desk Support Analyst - Nottingham
£27,000pa + £5000pa On Call Allowance (On-Call Rota is 1 Week in 8) + Full Benefits Package + Career Development.
Nottingham City Centre + Hybrid Working also - 6 Week Rota (3 x Weeks at Home then 3 x Weeks in the Office)
This role requires the flexibility to do rotational day shifts between 06:00 and 19:00
This established and well known Legal company ranked No 1 in the UK, are seeking a committed and professional Service Desk Analyst to offers 1st Line Support to their UK wide user base.
Reporting to the Service Desk Delivery Manager, you will be required to cover a 6 week rota which incurs 3 x Weeks remote working from home, then 3 x Weeks office based in Nottingham City Centre.
The Service Desk is supported from 6am till 7pm and you will cover this on a day shift rota also.
There is an excellent £5,000pa added to your basic salary for Out of Hours support and this rota requires that you will be on call 1 week in 8.
Key Functional Skills Required:
- Strong communication, empathy, courteous and polite, excellent telephone manner, stakeholder engagement
- Excellent verbal, listening and written communication expertise
- An exceptional Service Ethic
- Attention to detail, problem identification and calm and precise resolution skills
- Flexibility to do rotational shifts between 06:00 and 19:00
- Documentation writing and cultivating an accurate knowledge base
- ITIL awareness and/or an ITIL Certification
Technical Skills Required:
- ServiceNow or similar Helpdesk / Service Desk Software experience - Heat, Remedy or TopDesk etc
- Experience working with MS Office 365, Active Directory
- Active Directory, Group Policy, Azure Active Directory / Azure AD
- Microsoft Windows 10 / 11 and Office 365
- Experience with hardware break/fix including Mobiles, Laptops / Desktops / Handheld Devices & Peripherals
Description of this Post:
- You will receive, register, and process requests for service/support, following agreed procedures and set standards.
- Use your knowledge and learned skills, to systematically interpret user problems, identify solutions and fixes
- Use your experience to address user problems and interrogate databases for solutions.
- You will be required to escalates complex or unresolved incidents to senior IT Engineers.
- Record and track issues from outset to conclusion.
- Act methodically to respond to, day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA's) and information security requirements.
- Respond to common requests for service by providing information to enable fulfilment.
- Maintain records, informs users about the process, and advises relevant persons of actions taken.
- Ensure you comply with the IT organisation requirements, processes, procedures, and policies.
- Share knowledge and expertise with others, coaching and supporting team members as required.
- Maintain knowledge items to ensure that they are current, relevant, and valid.
- Be security conscious, ensure familiarity and co-operation with all security policies and procedures
This client are proud to be tagged as a "Great Place to Work" by current staff and they will offer you an inclusive, collaborative atmosphere to develop your skills as part of a thriving team with opportunities to be grasped for your future.
Call Experis IT today for more information on
