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IT Service Desk Analyst
2 months ago
We are seeking a highly skilled and experienced IT Service Desk Analyst to join our team at Elior. As an IT Service Desk Analyst, you will be responsible for providing first- and second-line technical support to our internal customers, ensuring that their IT issues are resolved efficiently and effectively.
Key Responsibilities- Manage all aspects of support and service requests for internal customers, ensuring timely and effective resolution of issues.
- Provide high-quality technical support via phone, remote support tools, and face-to-face interactions with stakeholders and directors.
- Manage the overall resolution of incidents and service requests, achieving a high first-time fix percentage.
- Prioritize tasks in a fast-paced environment, ensuring that all support requests are addressed promptly and efficiently.
- Keep documentation up to date on new and existing processes, ensuring that all relevant information is readily available.
- Liaise with 3rd party suppliers where incidents cannot be dealt with in-house, ensuring that all necessary support is provided.
- Work independently, using your own initiative to resolve issues and improve processes.
- Minimum of 3 years' experience working in an IT Helpdesk/Service Desk environment, with a strong working knowledge of Microsoft Desktop solutions.
- ITIL foundation or equivalent, with experience using ITSM tools and working towards SLA targets.
- Excellent interpersonal skills, with the ability to communicate effectively with stakeholders at all levels.
- Ability to remain calm under pressure, making rapid decisions based on available information.
- Experience in 1st and 2nd line desktop support, with a strong understanding of IT systems and processes.
Elior is a multi-award-winning people business and one of the UK's leading contract caterers, with over 10,000 colleagues operating across a diverse range of sectors. We are committed to an inclusive culture, where our colleagues feel appreciated, supported, and fulfilled.
We offer a range of benefits, including flexible working, hybrid working model, holiday allowance, and additional holiday purchase option. We also provide access to mental health support, comprehensive wellbeing benefits, and a range of discounts and cashback schemes.
At Elior, we strive to enrich lives everywhere, every day. We are committed to celebrating a culture of equality, diversity, and inclusion, and we want our people to feel proud to work for us.
