Service Desk Analyst

1 day ago

Chester, United Kingdom Spring Technology Full time

Location - First 3 months will be spent from home and will then my client will review and see the status of hybrid working beyond that. Base location is Chester.
Duration - 6 months rolling
Rate - TBC
My financial services client is seeking to hire a Service Desk Analyst to join their Global Service Desk in Chester. You will be responsible and accountable for carrying out day to day tasks of the IT Service Desk function
- taking calls and chats, working withinternal bank employees, resolving their issues and answering IT queries. The Service Desk currently receives high volume across both contact channels. In addition, you will be actively taking part in driving industry best practice within the team and workingglobally with your counterparts to continue to develop a world class service desk.
As the EMEA Service Desk Analyst your role and responsibilities will be:

- Provide a consistent and customer focused approach when dealing with all user contacts
- Troubleshoot and provide first contact resolution where possible
- Log incidents with accurate and clear information including priority
- Direct incident routing to support teams and escalation where required
- Use and maintain existing processes and procedures towards achieving SLA
- Ensure training and development plans are maintained for your own personal development
As the EMEA Service Desk Analyst your technical skills and experience will ideally include:

- Mobility - UEM, Intune or similar MDM platform
- Hardware Support - Windows 10, Apple Mac, Bitlocker, fat and thin client
- Software - Office suite, including M365 and Office 2013,
- Virtual Machine support - Horizon client
- Network - Citrix, VPN, Cisco AnyConnect, Teleworker Products
- Dependable Customer Service background
- Experience supporting users via chat and phone
- Work well as a team and build relationships to the global partners
- Excellent organisational skills, with the ability to prioritise workload
- Ability to multitask and maintain focus on all areas of responsibility concurrently
- Background Experience with an IT support role supporting a large user base
- Good understanding and knowledge of clients, technology and processes supported within the Service Desk environment
- ITIL Certifications/Understanding/Awareness
Please send me a copy of your CV for more information on this vacancy.
Spring Technology acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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