Service Desk

3 weeks ago

London, United Kingdom Peopleworks Full time

**Service Desk - 1st Line Support, Incident Management - MS Office - MAC**

**Contract - 6 Months**

**Shift pattern - 4 days on, 4 days off - 12 Hour Shift Between - 08:00 - 20:00 and 20:00 - 08:00**

**Location: Hybrid (Remote working (WFH) and minimum 2 days from the offices in West London)**

**Rate: £140 per Day - Outside IR35**

World class luxury on-line fashion retailer and a household name is seeking a Service Desk Analyst

**Main Tasks & Key Responsibilities**:
**Service Desk Analyst, 1st line Support**
- Provide a single point of contact for Service Desk
- Record, own, escalate and resolve/monitor incident and service requests tickets throughout their lifecycle using the service management tool provided
- Troubleshoot, investigate and action tickets in line with SLA
- Communicate in a professional manner at all times
- Create user accounts, process role changes and leavers, following the established processes
- Maintain system security (ensure correct security procedures are adhered to at all times)
- Work effectively as part of a team
- Work unsupervised to maintain the on-going demands of the business
- Develop and maintain documentation, knowledge base content and user guides where necessary
- Document all work, ensuring measures are in place to allow others to pick up support work where necessary
- Take part in Major Incident Management where applicable in line with organisational processes
- Escalation point for analysts
- Lead by example ensuring a consistent level of performance against management targets.

**Essential Skills and Experience**

**Service Desk Analyst, 1st Line Support**
- Strong administrative and organisational skills
- Service Desk Experience
- Strong with the MS office suit including SharePoint and Excel
- Strong Process Management Skills
- Strong Communication skills both written and spoken

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