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Cardiff, United Kingdom Principality Building Society Full timeFrom a friendly and inviting environment to a flexible benefit package designed around you – when it comes to belonging, there really is no place like Principality. We keep it flexible wherever possible; we do our bit in the communities we serve and support you in doing the same, and we promise to get better together . we have an award-winning...
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IT Service Desk Analyst
4 months ago
**IT Service Desk Analyst Benefits**:
- Salary of £28,000 plus 10% yearly bonus (£2,800)
- Company laptop and 2 days work from home once training is complete
- Hours are Monday to Friday 9am - 5pm (flexible i.e. 8.30am until 4.30pm etc.)
- Yearly bonus up to 10% of annual salary based on company performance (paid every December)
- Permanent, stable role within a growing organisation during an exciting period of expansion
- 24 days holiday plus 8 bank holidays with Christmas shutdown increasing with service
- Death in Service scheme
- Pension, 4% employee + 5% employer
- Company Events
- Long Service Awards, award given from 5 years on in 5 year increments
- Brand New State of the Art Offices and Free Parking
**IT Service Desk Analyst Duties and Responsibilities**:
- Point of contact for answering and logging incoming IT support calls using the service desk tool & complete the triage / 1st time response process in line with the 30-minute response target
- Be aware of the service catalogue that is in place when assessing the impact & urgency of incidents
- Work with the IT support members on the other sites to manage the 1st/ 2nd line incident queue
- Carry out initial investigation of incidents reported and escalate where necessary beyond 2nd Line
- Be first point of contact for the customer base with break/ fix issues
- Escalate any major incidents to the service desk Team Leader if discovered
- Complete work logs on escalated incidents to detail any prior investigations that have been carried out
- Ensure all resolutions of first-time fixes are detailed in the incident records
- Resolve & complete assigned Incident records within the service level agreements and keep within the targeted SLA and KPI's
- Keep customers informed about their Incidents' status at agreed intervals Incident Monitoring & Reporting
- Proactively monitor the services / systems via the solar winds tool and notify the service desk Team Leader of any potential issues
- Work with the service desk Team Leader on reports for recurring incidents to support the Problem module
**IT Service Desk Analyst Essential Experience/Qualifications**:
- Experience within a similar role, providing 1st and 2nd line IT support to colleagues throughout the business
- Active Directory Administration Skills
- 2FA/MFA Knowledge and Understanding
- Antivirus and Malware tool knowledge
- Windows 10 & 11 Operating System skills and knowledge
- Android and Apple Mobile Devices knowledge preferable
- Networking Skills, VMWare Skills
- Knowledge of AWS & Azure cloud technologies
- Able to prioritise and use own initiative
- Excellent communication skills both written and verbal
- Confident to liaise with colleagues at all level, being friendly and approachable
If you are interested in this role, please send your CV online immediately
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