Service Desk Analyst

2 weeks ago

London Area, United Kingdom Thomas Miller Full time £25,000 - £40,000 per year

1st Line Service Desk Analyst

Reports to:
Service Desk Manager

Direct Reports
: N/A

Working Arrangements
: Monday to Friday, 35 hours per week.

Working
Hours
: 7 hours daily shifts between

Overall Objective of Role:

Working as part of a team, the role holder is responsible for accepting and recording incidents and providing first line resolutions either via telephone or desk side support.

Specific Responsibilities:

  • Ensuring all incidents are recorded, categorised and processed correctly.
  • Performing routine housekeeping / system admin tasks, e.g. daily backup checks, server checks etc.
  • Performing first line investigation and diagnosis.
  • Escalating issues and incidents as appropriate, ensuring they are resolved to user satisfaction.
  • Communicating with users, keeping them informed of incident progress.
  • Working within Service Level Agreements.

Projects and Other Tasks
:

It is the nature of the appointment that tasks and responsibilities are, in many circumstances, unpredictable and varied. You are expected to work in a flexible way when the occasion arises and when tasks occur, which are not specifically covered in this job description.

Person Specification:

Essential Technical skills

  • MS Windows Desktop and Server Operating Systems (Windows 10, Windows 11, Windows Server
  • MS Office, Office 365, MS Outlook (from 2016).
  • AD - User, Group and Computer Administration.
  • Able to diagnose and resolve Citrix connectivity issues

Desirable Technical skills

  • PC and Server hardware to enable diagnosis of common problems.
  • Mobile hardware (Android/iOS) to enable diagnosis of common problems.
  • Working knowledge of Microsoft Azure and Office 365 administration.
  • Strong troubleshooting skills for video conferencing tools mainly MS Teams

Desirable Specialist Knowledge

  • An understanding of ITIL, in particular Service Operation.

Relevant Personal Qualities

  • Able to prioritise and delegate work tasks effectively.
  • Demonstrate a willingness to learn new skills and systems knowledge.
  • Have good communication skills, ability to understand complex problems and explain in both technical and non-technical language.
  • Be able to work individually and as part of a team.
  • Be able to work to tight deadlines and expected timescales.
  • Work in an organised and logical manner.
  • Demonstrate good attention to detail.

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