IT Service Desk Analyst

Optamor2 ,
Basingstoke, Hampshire
More Details
Job Type: Full-time

Overview

Would you like to work for a global provider of secure products and digital solutions? Are you an IT Service Desk Analyst based in Basingstoke who has worked in Industry previously? With a 200-year heritage, De La Rue is the trusted partner of governments, central banks and commercial organisations across the globe, from the newest nations to its most developed. We are seeking an IT Service Desk Analyst to join our IT Support Team in our Head office in Basingstoke. The IT Service Desk Analysts role is to provide end user clients with support to ensure successful computer and telephone operation to accomplish business tasks. Where possible a first-time fix should be provided to the client to minimize their downtime. The IT Service Analyst will troubleshoot problem areas (in person, by telephone, messaging or via e-mail) in a timely and accurate fashion and provide end-user assistance where required. It will also require appropriate escalation based on the urgency and/or scope of the issue. Part of this role is to conduct root cause analysis to identify and implement areas of improvement within the Service Desk function The IT Service Desk Analyst will report into The Incident Manager and will offer Global Customer Support coverage for internal customers as required - approximately 2300 users, record, log and track all incidents, problems and requests from customers via telephone, Self Service, in person or that are automatically logged into Remedy in a timely and courteous manner& record all incidents and service requests in order to provide good data for Incident and Problem Management The IT Service Desk Analyst will perform 1st line diagnostics and resolve when appropriate, record, track and document the Service Desk problem-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution and prioritise and schedule actions to solve incidents, problems or requests to ensure delivery against service levels. Escalate problems (when required) to the appropriately experienced technician, Lead or IS Management as per the Escalation process & maintain up to date knowledge of hardware and equipment contracts and if necessary, liaise with third-party support and equipment vendors. The right candidate for the role of IT Service Desk Analyst will have Strong customer-service orientation. Excellent communication skills Able to work under pressure Certifications in MS Operating Systems, A Certification, and MS Office application. Good technical knowledge of PC hardware, software and their components,technical knowledge of current protocols, operating systems and standards. An understanding of ITIL Foundation V4 (beneficial) We are offering a competitive salary. De La Rue offers competitive benefits: pension scheme, life insurance and a share-save scheme. We also offer health and well-being support, for example; private health care, cycle to work and annual leave flexibility schemes and an employee assistance programme. We champion learning and development for all via our Centre for Learning and reimburse professional subscriptions. We also support community giving by matching contributions in our Give as You Earn scheme and supporting an active "De La Rue for Good" programme. We are committed to equality and diversity in our workplace. De La Rue provides equal employment opportunities to all employees and applicants without regard to an individual’s protected status, including race, ethnic origin, colour, nationality, national origin, ancestry, sex/gender, gender identity/expression, gender reassignment, sexual orientation, marriage/civil partnership, pregnancy/maternity, religion or belief, creed, age, disability, genetic information, or any other protected status or characteristic

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