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IT Service Desk Analyst
4 months ago
Job role: IT Service Desk Analyst
Location: Edinburgh
IT Service Desk is a 24/7 Service Function for all Menzies Depots. All IT related queries are processed through the Service Desk by a team of analysts.Reporting to the Service Desk Manager, analysts are responsible for handling IT queries from the distributionbusiness into the Service Desk.
We are looking for a IT Service Desk Analyst to join our team.
The position is both officed based at our office in Edinburgh Park and remote with analysts working from home on a rotational basis.
**WHAT YOU WILL DO**:
- Ensuring all tickets are logged and tracked in the service management platform, service now.
- Ensuring the correct priority is given to incidents
- 1st line support and first-time fix for common incidents/requests
- Creating and sharing of knowledge documents
- Fulfilling order requests
- Dealing with 3rd party Suppliers to ensure hardware calls are placed and monitored
- Imaging, setting up and support of laptops, desktops & mobile phones and other IT equipment
- Monitoring of business-critical systems and batch processing and taking appropriate action when required
- Management of individual work queues
- Provide support to the IT Projects team, Development team and Business Change
- Participation in the change process
- Participation in ad hoc project work
- Ensuring all P1 incidents follow incident management process
- Ensuring service catalogue is kept up to date
- Participation in team meetings
- Participate in regular 1:1 meeting with Team Leader
- Responsible for personal development including keeping up to date with all training material provided and ensuring training is reflected in the skills matrix.
- Ensuring process are executed to the set targets and SLA’s
- Ensuring the CMDB is updated with all adds moves and changes
- 24/7 cover including nights and weekends and includes Lone working on 12 hour nightshifts & Weekend shifts.
**WHAT YOU NEED**:
- Excellent telephone manner
- Ability to problem solve
- Excellent customer service skills
- Ability to work within a team environment
- Excellent written and verbal communication skills
- Can work under pressure
- Ability to work independently
- ITIL Foundation certified preferred but not essential
**HOW WE WILL REWARD YOU** In addition to a competitive remuneration package and company benefits, we provide ongoing development and learning programmes, services and support designed to help you manage and balance your work/life priorities.
- Generous Annual Leave
- Eye Care
- Onsite Canteen
- Onsite Gym
- Remote Working Available
**INCLUSION** At Menzies Distribution Limited, we want everyone to feel welcome, regardless of your background or needs. If you need adjustments making to your working environment, we’ll do everything we can to support you. As part of this commitment, we offer flexibleworking options for some of our roles.
