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It Service Desk Analyst

1 month ago

St Markamps, United Kingdom Unify Full time

IT Service Desk Analyst
Location: Surbiton, Surrey.
Working hours: 35 hours per week Shifts: Early Shift starts at 08:00hrs - 6pm
Late Shift starts at 10:00hrs - 8pm

Role overview:
As a IT Service Desk Analyst at UK, you will play a pivotal role in supporting and delivering a service within our large-scale account. You will be responsible for providing and delivering a professional and efficient service on the contract. You will be responsible for providing measurable 1st time fix resolution to all customers of the service desk. Basic laptop functions, password resetting, use of mobile technologies, Adobe products. Liaises with all other IT functions on the escalation and resolution of service tickets, providing detailed, accurate logged information.

IT support and training over the phone, email, or other channels and through the creation of simple documents or simple notes. The management & distribution of mobile, computing, & software assets based on approved requests from the business. Provides asset management support to the Service Desk Manager and other support functions by way of identifying asset information, providing reporting analysis, and updating key IT asset information.

Liaises with external 3rd parties to provide subcontracted services e.g. calling out engineers to faulty equipment and requesting mobile accounts.

Creates and maintains electronic workflow documentation used by customers and provides support to users on how to use the UK technologies.

Create & manage service accounts for products and services – e.g. IFS, Intelex, Agility, etc. Complete System manage service accounts Administration tasks for products and services – e.g.

Intelex, Agility, Dashboard, IFS systems. Supports any other tasks deemed commensurate and appropriate for the role, such as simple workspace moves, office environment support, meeting room AV support, etc.

The role supports Service desk coverage between 8 – 6pm UK Mon-Fri on a shift rota basis, a weekend out of hours rota is also available.

What you’ll do:
• The Service Support Analyst provides the 1st point of contact and ownership of all contact made to the IT service desk through email, phone call, or IT request portal.

• The role encompasses the co-ordination and resolution of any issue or request received into the department.

• The role acts as an ambassador for IT to the rest of the business and clients.

• A 1st and 2nd line level of technical ability and awareness is required to cover the areas of support provided from this team. Duties:

• Completes System Administration tasks for products and services – i.e. Intelex, Agility, Dashboard, JDE or Finance systems.

• Originates electronic workflow documentation to customers and provides support to users on how to use the technology i.e. EchoSign document workflow approvals.

• Responsible for providing a measurable 1st time fix resolution to customers of the service desk.

• Will provide the management & distribution of mobile, computing, & software assets based on approved requests from the business.

• Delivery the creation & management of service accounts for products and services – ie JDE, Intelex, Agility • Supports IT training support over the phone, or through material creation by way of “cheat sheets” or simple notes.

• Liaises with external 3rd parties to provide subcontracted services ie calling out engineers to faulty equipment.

• The role supports Service desk coverage between 8 – 6pm UK Mon-Fri on a shift rota basis.

• Provides asset management support to the head of the department by way of identifying asset information, providing reporting analysis, and updating key IT asset information.

Who you’ll be:
The role would benefit from a foundation knowledge of ITIL v2 or v3 standards for Incident, Problem and Service Request management. A patient and “customer first” manner essential for this role and being prepared to go the extra mile in order to complete the task on time, and to high standard.
Prioritisation and planning is a key feature of this role, and the role requires that the individual should be able to manage their time to provide successful outcomes per the department KPI’s.
A proactive and “can do” approach is key to the successful outcome for the department and this role.
The successful employee in this role, will be one that is recognised for the above skills and traits.

• The role would benefit from a foundation knowledge of ITIL v2 or v3 standards for Incident, Problem and Service Request management.

• A patient and “customer first” manner essential for this role, and being prepared to go the extra mile in order to complete the task on time, and to high standard.

• Prioritisation and planning are a key feature of this role, and the role requires that the individual should be able to manage their time to provide successful outcomes per the department KPI’s

• A proactive and “can do” approach is key to the successful outcome for the department and this role.

• The successful employee in this role, will be one that is recognised for the above skills and traits

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