Service Desk Analyst

Brighthouse ,
Watford, Hertfordshire
More Details
Job Type: Full-time
Salary: £20,000 per annum

Overview

BrightHouse IT Service Desk Analyst Salary: Competitive Contract Full Time, Permanent Location: Watford About the role The BrightHouse IT Service Desk provides multi-level 1st line support to internal BrightHouse colleagues. The IT Service Desk is an in-house, centralized Service Desk based at Leavesden Head Office, providing services to all BrightHouse stores, Local Distribution Centers, National Service Centre, Field based and Head Office users. The Service Desk provides a single point of contact for all BrightHouse colleagues in relation to IT issues and requests. The purpose of the role is to provide exceptional support to all customers and to support a variety of products, services and platforms. This will be achieved by performing in a proactive and reactive manner, ensuring that all SLA's are adhered to. Issue resolution is provided in and effective and timely manner. Key areas of responsibility: Act as the single point of contact for all BrightHouse colleague IT issues during core service hours (09:00-17:30 Mon-Sat) Recording, managing, co-coordinating and resolving Service Desk Requests and Incidents. Keeping users notified and informed of Request and Incident status. Consistently meeting agreed Service Desk quality and performance standards. Proactively monitoring and maintaining the Service Desk Telephone, Email and SupportWorks queues. To adhere to Service Desk procedures, highlighting out of date process when necessary Undertake deskside support when required to do so Maintaining user accounts (password resets, creating, suspension and deletion of accounts) Provision and recover IT equipment, maintaining the IT asset register in line with the leavers process Contribute to IT projects as a defined project resource when required to do so Contribute towards the IT Service Desk skills matrix and knowledge base Ensure essential knowledge and skills levels are maintained in line with the Service Desk Skills Matrix and BrightHouse Learning Management System. Required Skills: Essential:- Customer service/customer facing experience required Basic understanding of network architecture Basic understanding of Microsoft Operating Systems Basic understanding of PC's Basic understanding of Outlook and email Basic understanding of Word and Excel Good awareness of computer technology Proactive approach to problem solving Desirable:- Previous IT Qualifications to any level advantageous ITIL and/or Service Desk Institute qualifications Experience of using ServiceNow or similar IT Service Management toolset Experience of working in a Retail or Financial environment

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