015/2022 Service Desk Analyst

2 weeks ago

East Grinstead, United Kingdom Bridge Recruitment UK Ltd Full time

**SERVICE DESK ANALYST**

**EAST GRINSTEAD**

**£28000**

**Purpose of job**:
To provide assistance to all Head Office and Site based staff in a professional and customer-focused manner in line with customer needs, following defined processes and meeting service level agreements.

**Key Tasks/Accountabilities**:

- Record and prioritise all service requests into the Assyst service management tool, ensuring all relevant information is recorded accurately and in line with the incident management process.
- Provide user support for all hardware and software issues including incident resolution, installation\implementation and guidance\training.
- Monitor, manage and progress all service requests in an efficient and professional manner, restoring normal working service as quickly as possible.
- Escalate incidents to appropriate teams\individuals in line with the incident management process, ensuring users are informed of the progress of their requests.
- Log incidents with 3rd Party Suppliers and monitor their progress against SLA and, if required, escalate incidents using the pre-defined escalation process.
- Work individually and as a team to ensure that all individual and team KPIs are met.
- Ensure that all user requests are resolved within agreed Service Levels.
- Major Incidents - work alongside the Service Desk Team Lead to provide regular user updates in line with the Major Incident process.
- Create procedure documents and update the Knowledge Base in line with defined processes.
- Assist with the implementation and support of projects as required.
- Represent the operational interests of users to IS staff.
- Keep up to date with the latest developments in desktop technologies, products and processes.

**Essential Skills & Experience Required**:

- At least 1 years' experience of working on a busy Service Desk providing 1st and 2nd line support to at least 250 users
- Troubleshooting and resolving hardware, software and networking issues over the phone
- Experience of providing support for:
? Microsoft Windows 10

? Active Directory

? Remote working

? Hardware builds/re-imaging

? Citrix virtual desktops

? IP Telephony

**Experience of working to and meeting**:
? Service Level Agreements

? Individual and Team performance targets
- Good communication and excellent customer facing skills
- Proactive, excellent organisation and timekeeping skills
- Flexible, enthusiastic and self-motivated
- Well-developed problem solving skills
- Good team player but also able to work on own initiative
- Quick learner, ability to follow documented procedures
- Able to cope with a busy Service Desk working under pressure
- Good all round hardware and software knowledge

**Desirable Skills & Experience**:

- ITIL Foundation or a good working knowledge of ITIL
- Assyst (or similar IT service management software)
- Google Workspace/Gmail
- Avaya telephony
- Microsoft SCCM
- SAP

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