IT Service Desk Analyst

3 weeks ago

Greater Bristol Area, United Kingdom Peaple Talent Full time

Job Title: IT Service Desk Analyst

Job Summary:

We are seeking a highly skilled IT Service Desk Analyst to join our team at Peaple Talent. As an IT Service Desk Analyst, you will be responsible for providing technical support to our customers, troubleshooting and resolving issues, and maintaining a high level of customer satisfaction.

Key Responsibilities:

  • Troubleshoot and Resolve Issues: Use the IT helpdesk workflow to resolve issues and complete requests within SLA.
  • Call Handling: Deliver high-quality call handling, both in and out of hours.
  • Customer Communication: Maintain a log of software/hardware problems and allocate complex issues to relevant IT team members.
  • Service Issue Allocation: Arrange external technical support if needed.

Requirements:

  • Time Management: Prioritize requests based on urgency.
  • Experience: Previous helpdesk experience.
  • Customer Service Focused: Team-oriented attitude to help co-workers and customers with technical problems.
  • Motivation: Willingness to learn new skills and technologies.
  • Technical Skills: Experience with Citrix XenApp, Windows Server 2016, Office 365, Azure, Active Directory, VMWare 6.7, Teams Telephony, and Network Security protocols.

Additional Responsibilities:

Communications:

  • Excellent telephone manner and face-to-face communication skills.
  • Proactively communicate information to team members and management.
  • Provide end-user training as required.

Analytical Skills & Creativity:

  • Structured problem-solving approach.
  • Analyze technical and business information to develop plans and make sound recommendations.

Management of Activities:

  • Work as part of a small IT support team.
  • Balance work priorities under pressure and ensure compliance with business management systems.
  • Participate in occasional out-of-hours planned maintenance.

Management of Finance & Resources:

  • Advise on sourcing or re-use of hardware to ensure value for money.

Autonomy & Accountability:

  • Operate under the supervision of the Systems Manager with some decision-making autonomy.
  • Contribute to section activities and be accountable for performance in finance, technical, and service delivery.

Working Environment:

  • Office-based, 38 hours per week (Monday to Friday).

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