Service Desk Analyst

2 months ago

Kings Hill, United Kingdom Clearwater People Solutions Ltd Full time

An exciting opportunity has arisen to be part of a team dedicated to maintaining a high level of service to internal customers for our not for profit client. They are looking for a highly motivated Service Desk Analyst to act as a single point of contactfor all incidents and requests with an ITIL Framework, both 1st and 2nd line.

The company are based in West Malling and the role is a Hybrid role working 50% in the office and 50% at home.

**Key Responsibilities of the Service Desk Analyst**:

- Log and perform analysis including accurate prioritisation of all Incidents, diagnosing and providing high levels of resolution at initial point of contact
- Work closely with the 2nd/3rd line support teams to assist with incident resolutions
- Provide 2nd line support via telephone, ITSM tools and deskside covering software/hardware deployment/repairs, delivery of peripherals, MFD's, Thin Clients and Remote Access in line with agreed processes and procedures
- Meet & Exceed SLA's and where possible contributing to team and the departments KPI's.
- Provide Support, Maintenance & Configuration of the companies desktop estate and network infrastructure (LAN & WAN)
- Provide support, administration and configuration management of the internal telephone systems.
- Deployment and maintenance of Anti Virus and patch management solutions.
- Provide meeting room support for Webinar's and Video conference
- User Administration activities across IT controlled systems including unlock/resets and starters/leavers.
- Management of the life cycle for Priority 1 Incidents including the writing of business communications and post incident reports

**Experience required of the Service Desk Analyst**:

- Previous experience of working within a Service Delivery Team
- Experience of fault analysis - incident impact and assessment
- Basic understanding of ITIL
- Excellent communication skills

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