IT Service Desk Analyst

6 days ago

Chorley, United Kingdom OCC Computer Personnel Full time

**Service Desk Analyst/Helpdesk Analyst/1st line/1st level support - Hybrid working (2 days from home)**

**Due to my clients continued growth and success they are looking to recruit 2 new people into the Service Desk**
- Managing service desk tickets from the business to ensure that the appropriate level of IT support is provided.
- Ensure that all Incidents are assigned the appropriate SLA.
- Take ownership of user incidents, tracking incidents and following incidents/requests through to completion.
- Manage all Service Desk tickets, escalating Incidents as appropriate.
- Carry out basic operational procedures and instructions so that tasks are completed accurately and on time, including performing user joiner/leaver processing and IT system housekeeping.
- Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Desk Team leader.
- Perform problem solving activities on Microsoft technologies including Windows 10, Microsoft 365, Microsoft Teams, SharePoint, Intune and Active Directory.
- Check monitoring systems for incidents and warnings, and action or escalate as required.

**To be successful in this role, you should meet the following requirements**:

- Excellent verbal and written communication skills.
- Excellent Customer Service skills.
- Highly engaged with a willingness to learn with a positive and professional manner.
- Ability to build effective relationships and teamwork skills.
- Have an excellent working knowledge of Microsoft products including Windows 10 and Office products.
- Strong attention to detail in logging support calls, updating call details and managing call closure.

**The key requirements for this role are**:

- Ability to troubleshoot and problem solve.
- Experience in a customer service environment.
- Strong communication and customer service skills
- Willingness to learn and hit the ground running.
- Full UK Driving License and own transport.
- Desirable - working knowledge of ITIL Framework and experience working on a service desk.

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