Service Desk Analyst

5 days ago


Kent, United Kingdom Advanced Resource Managers Limited Full time

Job Title Service Desk Analyst
Department / Code IT Infrastructure
Main Purpose of Job
To act as first point of contact for IT department, to ensure all jobs logged to the correct team and deliver consistently high level of customer service
Main

**Responsibilities**:
and assigning to relevant team.
- Be aware of which location support analysts are working from
- assign and reassign
jobs as appropriate.
- Ensure logged jobs are reviewed and maintained, know when to reassign or escalate
jobs to provide highest level service, follow up on calls and see through to resolution
- Liaise with users, offer support over the phone with first level issues, i.e. account lock
outs, password changes, and basic IT requests.
- Keep departmental documentation up to date, ensuring all user assigned hardware
correctly logged for reference
- Support users with mobile telephones, acting as liaison between users and our mobile
phone provider and assist with mobile issues.
- Procurement and initial set up of mobile devices and keep records up to date of
numbers, IMEI, and phone contract information.
- Create new user accounts, in line with IT policy and SOX compliance, and keep
information correct, in line with user changes within Active Directory.
- Create orders within Procurement system as directed, keeping on top of orders and
highlight delays or issues that arise.
- To liaise with third party suppliers to procure hardware, software and maintenance.
- To produce and maintain documentation required for IT Infrastructure management
- To own new starter procedure, making sure all required hardware is ready for start date,
starters at all locations
- To send out communications to all staff, when required. Ensuring tone and consistency
is correct and in line with company standards.
- Ensure licenses and maintained renewed to support business continuity, and expiration
reminder database kept up date and correct.
- To follow the change management process at all times, ensuring all jobs logged and
passed through the correct approval routes
- Ensure compliance with SOX and GDPR regulations within IT Infrastructure
- Technical Areas of Responsibility
- Mobile Phones and Tablet devices
- IT Hardware: Desktop and Laptop Support
- Printers, Plotters and scanners
- Desktop & Laptop Software: MS Office, Windows OS, CAD Products, Adobe, Cintra, CRM
- and any other IT installed software
- Peripheral hardware including but not limited to monitors, keyboard, mice, and docking
- stations
- Keep on top of company license renewals and requirements, ensuring renewal orders
- are placed within good time.
Other
- To complete all mandatory training within specified timelines.
- To operate safely at all times in line with Company health and safety requirements.
- To undertake other duties within your capabilities as your manager may assign to you
from time to time.
Essential
- Minimum A Levels or Equivalent
- Minimum 1 year experience working on a Service Desk or similar
- Excellent Customer Service and Communication skills
- Good organizational and time management skills
- Good verbal and written skills
- Personal Qualities
- Flexible and adaptive attitude
- Friendly and approachable manner
Desirable
- SDI Service Desk Analyst training
- ITIL Foundation
- Knowledge of Windows OS / MS Office Suite / PC Hardware
- Change Management
- SOX
- UK Driving License



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