IT Support Analyst

3 weeks ago

Farnborough, Hampshire, United Kingdom Shared Services Connected Ltd Full time

Shared Services Connected Ltd is seeking a skilled and motivated Service Desk Analyst to join our growing team. We are embarking on an exciting journey, transforming our IT infrastructure with a cutting-edge cloud solution. This role offers the opportunity to contribute to a dynamic environment where innovation and collaboration thrive.

As a Service Desk Analyst, you will be the first point of contact for our users, providing technical support and resolving IT issues efficiently and effectively. You will work closely with colleagues to ensure seamless service delivery and contribute to the success of our agile transformation project.

Your Responsibilities:
  • Provide prompt and effective first-line technical support to users across various platforms and applications.
  • Diagnose and troubleshoot IT issues, utilizing your knowledge of service desk systems and tools.
  • Document incidents and resolutions accurately, contributing to our knowledge base and improving service delivery.
  • Collaborate with team members to ensure timely resolution of complex issues and escalate appropriately when necessary.
  • Maintain a positive and professional demeanor while interacting with users, fostering strong customer relationships.
Your Skills and Experience:
  • Proven experience working in an IT helpdesk environment, providing first-line support to end users.
  • Solid understanding of service desk systems and associated tools.
  • Excellent organizational skills and the ability to prioritize tasks effectively in a fast-paced environment.
  • Strong communication and interpersonal skills, with the ability to explain technical concepts clearly and concisely.
  • Security Clearance – as a minimum, must be eligible for DV clearance.
Desirable Skills:
  • Awareness of ITIL service management processes and practices.
  • Technical knowledge in a cloud-based platform.
  • Experience with ITSM tools, such as ServiceNow.
  • Microsoft MCP qualified.
  • DV Clearance.

Shared Services Connected Ltd offers a competitive salary and benefits package, including 25 days annual leave, health cash plan, life assurance, pension, and a generous flexible benefits fund. We believe in work-life balance and support different ways of working to promote employee well-being and productivity.

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