Service Desk Analyst - London (contract to permanent)

RBW Consulting LLP ,
London, Greater London
More Details
Job Type: Full-time
Salary: £25,000 per annum

Overview

Service Desk Analyst - London My client is looking to recruit an IT Service Desk Analyst on a short term contact basis, with a view to go permanent. The contract will fall within IR35, and candidates will need to be available immediately and happy working through an umbrella company for the interim contract basis. The successful candidate will resolve IT service requests across their organisation, supporting technical issues remotely or on the telephone and in person. You’ll be someone who enjoys helping people, problem solving and learning about business IT technologies. You’ll have good listening skills and the ability to build a good rapport on the phone, email and in person with (sometimes frustrated) IT users at all levels of the business. Role responsibilities: Act as a single point of contact for telephone, email, self-service portal and walk-ups from staff regarding IT issues and queries, resolving straight forward problems at first contact and escalating more complex requests as appropriate. Monitor the progress of support requests to the service desk, ensuring that work is completed on time. Communication with users - keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc. Maintain a high degree of customer service for all support queries and adhere to all service management principles Participate in basic Active Directory and Exchange administration. Creating user accounts, reset passwords, create groups etc. Follow documented processes (starters and leavers) Build PC, mobile devices (IOS & Android) and allocate to staff Follow Asset Management process to maintain accurate records of all IT hardware Follow the Incident Management process and be aware of the Problem and Change processes Troubleshoot Windows 10 and Office 365 and any other authorised desktop applications through SCCM Diagnose and quickly resolve a wide range of desktop applications and networking problems Support meeting rooms with video conferencing equipment and Skype for Business Comfortably support remote workers and International staff Independently handle walk-ups and deskside visits Be able to prioritise your workload and politely communicate priority to the users Provide basic in-house training in MS Office applications Support telephony systems (Hardware and Software) and all desktop hardware (laptops, desktops, monitors, docks, printers, scanners, mobile phones etc.) Candidate requirements: Working knowledge and ability to administer Windows 10 and software applications, Microsoft Office 365, Active Directory and SCCM. Troubleshooting issues on Microsoft Office 2016 suite Troubleshooting issues on Windows 10 Basic hardware troubleshooting Active Directory Administration Be ITIL Foundation qualified Mobile device management and configuration Skype for Business and Video Conferencing Have excellent IT skills across Microsoft packages, particularly Outlook, Excel, Word and PowerPoint Excellent verbal, written communication and interpersonal skills Ability to learn / pick up new concepts quickly (essential) Proactive approach to problem solving Ability to innovate and work in an environment of continuous improvement (essential) Working collaboratively in a team (essential) Able to train staff on new technologies Hold one/or more of the following qualifications: CompTIA A or MCP; SDI - Service Desk Analyst trained, ITIL Practioner, ITIL Service Operation or Operational Support and Analysis Relevant degree or A Levels or equivalent will be an advantage.

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