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IT Service Desk Analyst

2 months ago

Barnsley, Barnsley, United Kingdom AmcoGiffen Full time
About the Role

We are seeking a highly motivated and experienced IT Service Desk Analyst to join our team at AmcoGiffen, a leading specialist construction and engineering organisation. As a key member of our IT department, you will be responsible for providing day-to-day support and assistance to our users, ensuring the smooth operation of our IT systems and infrastructure.

Key Responsibilities
  • Provide first and second-line support to end-users and devices, including installation, maintenance, troubleshooting, and upgrading of computer hardware, software, and peripheral equipment.
  • Be the first point of contact for IT incidents and requests, logging all incidents into our IT service desk incident management system.
  • Update tickets in the IT Helpdesk with new information or comments to keep users informed about the progress of their issue.
  • Assist with identifying recurring incidents and notify the IT Service Desk Supervisor to manage them appropriately.
  • Provide general technical support, including physical installation, configuration, and support of associated equipment across the company.
  • Install, assemble, and configure PCs, mobile hardware, and peripherals to maximise software and hardware performance.
  • Maintain ownership of user-reported issues through to successful completion.
  • Respond to issues within agreed Service Level Agreements (SLAs).
  • Evaluate and escalate tickets to senior members of the IT Team in a timely fashion, ensuring they are aware of the full details of the issue.
  • Record and track all systems and equipment to locate and account for them.
  • Provide effective problem-solving and troubleshooting to all employees through a centralised helpdesk when system failures or errors occur.
  • Maintain and build inter-departmental relationships at all levels.
  • Maintain a high level of customer service at all times while meeting SLAs and Key Performance Indicators (KPIs).
  • Stay up-to-date with relevant technology related to our business and markets.
  • Manage internal customer expectations by identifying, understanding, and delivering to customer needs.
  • Ensure all IT activities are carried out in accordance with government legislation, company policy, and procedures where applicable.
  • Comply with the General Data Protection Regulation (GDPR).
Requirements
  • Previous experience as an IT Service Desk Analyst with experience of the key requirements mentioned in the role profile.
  • ITIL Foundation certification (preferred but not essential).
  • Experience of setting up and installing various hardware, such as laptops, desktops, printers, tablets, mobile phones, etc.
  • Experience of assisting IT projects through planning, coordination, and implementation.
  • Excellent relationship-building skills, experienced at gaining trust from various levels of the business.
  • Self-motivated.
  • Familiarity with the following technologies: Active Directory, Microsoft Exchange, Microsoft Office 365, Windows 10 & 11 operating system, basic understanding of Microsoft Server Technologies, basic networking skills (IP/DNS/DHCP/VPN), experience working with HP hardware.
  • Experience working with Samsung and Android mobile operating system.
What We Offer
  • Competitive annual salary negotiable dependent on experience.
  • Company car or car allowance.
  • 25 days holiday plus bank holidays (increasing with service).
  • Company contributory pension scheme.
  • Life insurance.
  • Westfield Health Cash Plan & Westfield Rewards.
  • Generous employee referral scheme.
  • Support and employee infrastructure embedded in the business as a platform for personal and professional development, creating pathways for unrivalled career development and progression opportunities internally.
  • Consistent learning opportunities.
  • A safe place to work.
  • Employee forums that provide a platform for having your voice heard.