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Service Desk Analyst
4 months ago
**Service Desk Analyst**
**Wolverhampton**
**Permanent**
As a Service Desk Analyst, you will support across all functions of the organisation, supporting the business to continue any activities essential for trading, using the technology deployed by the business.
**Responsibilities**:
- Act as the single routine contact point, receiving and handling requests for support to the business.
- Responds to a broad range of service requests for support by providing information to fulfil or enable resolution.
- Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.
- Management of major incidents, liaising with 3rd parties, and internal resolver groups. issuing communications regarding updates to key stakeholders
- Following agreed procedures, identifies, registers, and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate.
- Monitors service delivery performance metrics and liaises with managers and customers to ensure that Service Level Agreements are not breached without stakeholders being given the opportunity of planning for a deterioration in service
- Engages with IT Delivery and Technology streams to confirm that changed or new services meet the service acceptance criteria and the required standard. Feeds into the change management processes.
- Assist in identifying and implementing Service Improvements Supporting users at offices in various geographical locations. Travel may occasionally be required
**Experience**:
- Experience of working in an IT Service Desk environment
- Experienced in coordinating efforts to resolve issues with multiple stakeholders
- Demonstrable experience of communication at all levels
- ITIL Foundation or knowledge and understanding of ITIL framework.
- Qualifications within IT or computing such as Comp TIA, Microsoft Fundamentals or equivalent
- Some knowledge of Powershell an advantage
- Experience of recording and tracking information in some form of ITSM Toolset
**Working hours**:
Working on a rota in office, covering shifts from 0800 - 1800 Monday to Friday.
You will also act as the primary contact for critical incidents outside of core hours on a rota basis, to cover 24/7/365. This will include and attractive on call day rate.
Rotating shifts between 08:00 - 18:00 on a 4 weekly basis
On-Call duties 1 week in 4
**The benefits**
If working alongside some for the most creative and innovative people isn’t enough, theyalso offer you:
- Excellent career progression opportunities
- 25 days annual leave
- 5% pension contribution
- Staff discount
- Flexible working hours
- Healthcare plan
- Company Bonus
- Company sporting events, smart casual dress code and a brilliant company culture.
