IT Service Desk Analyst
2 weeks ago
WHO WE ARE:
interactive investor is an award-winning investment platform that puts its customers in control of their financial future.
We’ve been helping investors for over 25 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under administration approaching £55 billion and over 400,000 customers.
For a simple, flat monthly fee we provide a secure home for your pensions, ISAs and investments. We offer a wide choice of over 40,000 UK and international investment options, including shares, funds, trusts and ETFs.
We also bring impartial, expert content from our award-winning financial journalists, highly engaged community of investors, and daily newsletters and insights.
WHAT WE STAND FOR:
It’s simple … we want our customers to feel confident and in control, for interactive investor to go from strength to strength, and for ii to be a workplace where we can all thrive. Our customer-driven approach and bold values sit at the heart of this. We are honest, straight-talking, and transparent with our customers and our colleagues. We are decisive and take ownership of what we say and deliver. We are ambitious and passionate about what we believe is right for our customers, our teams, ourselves, and interactive investor.
PURPOSE OF ROLE:
This is an exciting opportunity for someone to complement our existing IT Service Desk team - dedicated to providing an excellent IT service to our internal customers at all times. In this role you will join the ii Service Desk which currently manages approx. 2000 user incidents per month along with supporting major incidents, changes, and requests.
As an IT Service Desk Analyst, you will manage the speedy answer, response and resolution of all inbound incidents and requests via E-mail, phone, in person and via the Internal IT Service Delivery toolset. The right person will have previous experience working within a busy Service Desk environment and have proven demonstrable ability to work to strict processes, tight deadlines and adhere to company set regulations and procedures. Managing your customers’ expectations, ensuring that they’re kept updated on the status of their outstanding IT calls in line with expectations and agreed SLAs and building relationships with our customers and your colleagues, and working within a team to provide a great service to all.
Reporting directly to the IT Service Desk Team Leader, the successful candidate will show enthusiasm, excellent customer service skill, excellent technical and diagnostics skills and a “hit the ground running” work ethic.
Requirements
The responsibilities of the role include:
Taking personal responsibility for delivering on your objectives in line with our values
Making sure that incidents and service requests are logged, progressed, and resolved according to our agreed standards and procedures
Making sure that all steps you’ve taken when working on an incident or service request are clearly documented in the ITSM tool (ServiceNow)
Adhering to standard operating procedures to complete service requests
Escalating calls to appropriate teams
Managing your customers’ expectations, ensuring that they’re kept updated on the status of their outstanding IT calls in line with expectations
SKILLS & EXPERIENCE REQUIRED:
The successful candidate will be required to evidence the following skills/experience:
• Working in a busy technical service desk supporting a large number of users
• Ability to respond to a high volume of queries from across the organisation, while remaining resilient and enthusiastic
• Being able to accurately log, progress and resolve service calls using an ITSM tool
• Owning the outcome for delivering customer service using a variety of communication methods
• Having strong verbal and written communication skills – you’ll be dealing with colleagues at all levels across the organisation both in person and remotely
• Having technical understanding of IT within an enterprise
• Good troubleshooting skills and experience of Microsoft products including Office suite and M365
• Additionally, you will have knowledge and/or working experience of ITIL based service management and operational support, disciplines. Certifications such as MSCP and ITIL would be advantageous
• Preferable minimum 3-years previous experience within a service role in the IT industry
• Experience supporting Windows 10 within an enterprise environment
• Experience managing user, groups and mailboxes in MS Exchange and Office 365
• Working knowledge of laptop and printer hardware dependencies and relationships of networks, phones, mobiles, PC operating systems, and office meeting room technologies including Audio Visual
• Recognised IT qualifications would be beneficial
• Any experience of supporting macOS would be advantageous
PERSONAL ATTRIBUTES:
STRAIGHT TALKING | MOVING WITH SPEED | OWNING THE OUTCOME
• Clear communicator
• Strong team player but capable of operating alone
• Demonstrated passion and drive for delivering the best outcome
• Contributor – confident to put forward ideas, thoughts, and concepts for technology improvement initiatives
• Decisive and take ownership of outcomes
• Not afraid to challenge and be open to challenges
-
Service Desk Analyst
5 days ago
Leeds, United Kingdom Circle Recruitment Full time**Service Desk Analyst - Up to £25,000 - Leeds** **Active Directory - Service Desk - Help Desk - Office 365 - M365 - Windows - Servers - IT - Networking - Azure - Cloud - IT Technician - Analyst** My client operating within an MSP environment is looking for a Service Desk Analyst to join their team in Leeds to provide 1st line support and manage tickets...
-
Service Desk Analyst
2 weeks ago
Leeds, United Kingdom Quantica Technology Full time1st / 2nd Line Service Desk Analyst / Helpdesk Analyst - Leeds, West Yorkshire - to £27,000, hybrid plus great benefits. Leading professional services organisation requires a 2nd Line Service Desk Analyst / Helpdesk Analyst / Support to support internal and external clients on a busy helpdesk. You will have 2-3 years experience of working in a Servicedesk...
-
2nd Line Service Desk Analyst
3 weeks ago
Leeds, United Kingdom BPM Tech Full time2nd Line Service Desk Analyst - Up to 35k - 10 % bonus - Excellent career progression - Hybrid working - 3/4 days per week remote My client offers ground-breaking technology for backup, disaster recovery, and business continuity solutions. They have global operations and data centres to ensure their client's business is supported 24/7/365, providing...
-
IT Service Desk Analyst
2 weeks ago
Leeds, United Kingdom Interactive Investor Full timeDescription WHO WE ARE: interactive investor is an award-winning investment platform that puts its customers in control of their financial future. We’ve been helping investors for over 25 years. We’ve seen market highs and lows and been resilient throughout. We’re now the UK’s number one flat-fee investment platform, with assets under...
-
IT Service Desk Analyst
1 month ago
Leeds, United Kingdom Picture More Ltd Full timeAre you an IT Support professional looking for your next challenge? Are you seeking a role which offers more hybrid flexibility for a better work-life balance? Do you have experience supporting Office 365, Active Directory and other Microsoft applications? If so, this opportunity might be the perfect fit for you! Join a friendly Leeds based team providing 1...
-
Service Desk Analyst
2 months ago
Leeds, United Kingdom SearchData Full timeSearchDATA Group is currently looking to recruit an experienced First Line Support professional for a growing legal services organisation in central Leeds. T. for end users who require support. You will be required to deal with support incidents submitted to the Service Desk through a number of mediums such as but not limited to, Telephone Calls, Email...
-
Service Desk Analyst/1st Line Support
2 days ago
Leeds, United Kingdom Hays Specialist Recruitment Limited Full timeService Desk Analyst/1st Line Support - Full Time - Contract - Hybrid About the role As a Service Desk Analyst, you will be supporting the profitable growth of our client's business by providing strong assistance for internal teams on creating user ID's whilst proving response to the ticketing systems and phone requests that occasionally comein. This role...
-
Leeds, United Kingdom ReCulture Full timeOur client is a leading and award-winning international commercial law firm with offices in Liverpool, Manchester, London, Leeds, Newcastle, Piraeus, Singapore, Monaco, and Hong Kong. With more than 950 people including 200 partners and legal directors, the firm delivers advice and strategic guidance spanning the full legal spectrum, from non-contentious...
-
Leeds, United Kingdom ReCulture Full timeOur client is a leading and award-winning international commercial law firm with offices in Liverpool, Manchester, London, Leeds, Newcastle, Piraeus, Singapore, Monaco, and Hong Kong. With more than 950 people including 200 partners and legal directors, the firm delivers advice and strategic guidance spanning the full legal spectrum, from non-contentious...
-
Leeds, United Kingdom ReCulture Full timeOur client is a leading and award-winning international commercial law firm with offices in Liverpool, Manchester, London, Leeds, Newcastle, Piraeus, Singapore, Monaco, and Hong Kong. With more than 950 people including 200 partners and legal directors, the firm delivers advice and strategic guidance spanning the full legal spectrum, from non-contentious...
-
Leeds, United Kingdom ReCulture Full timeOur client is a leading and award-winning international commercial law firm with offices in Liverpool, Manchester, London, Leeds, Newcastle, Piraeus, Singapore, Monaco, and Hong Kong. With more than 950 people including 200 partners and legal directors, the firm delivers advice and strategic guidance spanning the full legal spectrum, from non-contentious...
-
Leeds, United Kingdom ReCulture Full timeOur client is a leading and award-winning international commercial law firm with offices in Liverpool, Manchester, London, Leeds, Newcastle, Piraeus, Singapore, Monaco, and Hong Kong. With more than 950 people including 200 partners and legal directors, the firm delivers advice and strategic guidance spanning the full legal spectrum, from non-contentious...
-
2nd Line Service Desk Engineer
4 days ago
Leeds, United Kingdom vertex-it-solutions Full timeRole**:2nd Line Service Desk Engineer** Reports to**:Service Desk Manager** Our client are an established and successful solutions and services provider who support clients in the Yorkshire and surrounding areas. Due to their continued growth, they are currently looking to add to their existing service desk team. The 2nd Line ServiceDesk Engineer will be...
-
Service Desk Analyst
2 months ago
Leeds, United Kingdom Markel Full time**IT Service Technician** **Leeds** **£ Competitive + Bonus & Benefits** **Do you have an interest in IT and are looking for a chance to initiate your career?** This is a great opportunity to join the Markel IT team and develop your skillset and continue to improve your knowledge. In this role you will provide support for all employees of Markel Corporation...
-
IT Service Desk Manager
6 days ago
Leeds, United Kingdom Squire Patton Boggs Full timeAre you an experienced IT professional looking to join a global firm with a collaborative, inclusive culture? Are you keen to further your career with an exciting new role? We're looking for an enthusiastic, committed individual to join our Technology Services team in Leeds and lead our UK Service Desk function. Our Firm Squire Patton Boggs is one of...
-
IT Service Desk Engineer
2 weeks ago
Leeds, United Kingdom hireful Full timeFancy working for a company voted the Best UK Employer for flexible working? Keen to work for an employer who put flexible working at the top of their priority list for employees? This multinational organisation is looking for their next 2nd Line IT Service Desk Engineer to join their growing IT Support team in their Leeds office. If you have experience of...
-
IT Service Desk Engineer
3 weeks ago
Leeds, United Kingdom hireful Full timeFancy working for a company voted the Best UK Employer for flexible working? Keen to work for an employer who put flexible working at the top of their priority list for employees? This multinational organisation is looking for their next 2nd Line IT Service Desk Engineer to join their growing IT Support team in their Leeds office. If you have experience of...
-
IT Service Desk Analyst
1 week ago
Leeds, United Kingdom FashionJobs Full timeAccurately identify and analyse service requests and incidents related to the use of IT services - Help customers to resolve incidents and immediately complete requests wherepossible - Ensure requests and incidents are passed to the relevant second and third line teams, where applicable - Proactively manage backlogs of requests and incidents so that they are...
-
IT Service Desk Analyst
3 weeks ago
Leeds, United Kingdom Novuna Full timeAre you looking to break into the world of IT? Do you enjoy helping people and problem-solving? Passionate about delivering excellent customer service? If your answer is 'yes' to all of these, keep reading. Want to know a little about us? At Novuna, we care about building a better tomorrow. With a focus on sustainability, and a passion for...
-
IT Service Desk Analyst
2 weeks ago
Leeds, United Kingdom Novuna Full timeAre you looking to break into the world of IT? Do you enjoy helping people and problem-solving? Passionate about delivering excellent customer service? If your answer is 'yes' to all of these, keep reading. Want to know a little about us? At Novuna, we care about building a better tomorrow. With a focus on sustainability, and a passion for...
