IT Service Desk Analyst

2 weeks ago


Birmingham, United Kingdom Clemence Rogers Recruitment Full time

**IT Service Desk Analyst, Remote Working. Salary circa £26,000 - £30,000**

The Service Desk Analyst will work as part of a team responsible for providing 1st and line IT support to our clients group companies.

To provide first-line support for business users and customers, carrying out first-time fix on incidents logged with the Service Desk.

**Job purpose**
- Ensure all incidents and service requests are responded to and resolved within SLA timescales.
- Carry out initial diagnosis of incidents to ensure the correct business priority and categorization are recorded, and all initial checks are made to ensure incidents can be progressed quickly.
- Ensure all tickets are logged in the Service Desk tool, with regular updates provide to the end users and correct resolution action taken.
- Liaison with resolver groups involved in the management of incidents and service requests, including internal IT teams and third-party vendors.
- Participate in problem management, including the pro-active identification and root cause analysis of problems (based on Service Desk data).
- Provide resolution action updates within the Service Desk knowledge tools.
- Provide Service Desk communications and notifications for service outages to IT users, liaising with suppliers and colleagues in the IT department as appropriate.
- Management and delivery of service requests raised within the Portal, within SLA timescales.
- Respond to alerts notified to the Service Desk from monitoring tools, ensuring these are assigned to and resolved by the correct support teams or vendors.
- As part of the Service Desk team contribute to the rota for delivering services on a 24/7 basis (with P1 support provided on an on-call rota during out of hours periods).
- All Service Desk functions and processes are to be based on ITIL best practice for service management.

**Specific requirements**
- Experience of working in a similar Service Desk role (essential).
- Excellent communication and team-working skills.
- Excellent customer service skills.
- Microsoft 365 support knowledge.
- ITIL knowledge and experience, Foundation qualified (desirable).

**Hours**
- 8 hours (Shift work between 7am to 7pm) Monday to Friday (1 hour lunch break).


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