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Technology1
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Overton, Hampshire
Service Desk Analyst
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Job Type: Full-time |
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Salary: £21,000 per annum |
Overview
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) Individual 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. To record all incidents and service requests in order to provide good data for Incident and Problem Management 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. 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. Perform post-resolution follow-ups with end users who have logged calls. Perform Active Directory (AD) Account administration tasks i.e. adding new end users, transfers of existing end users and deleting of end users as they are submitted by line managers and in line with the Starters, Leavers and Transfers processes. Administer telecommunications infrastructure and its associated software, including PBXs, call management systems, voice mail, interactive voice response and video conferencing systems. Configuration of Mobile Devices Educate users on appropriate use of available Information Systems. Create (where applicable) and maintain the Knowledge base as required and maintain IT Documentation and Processes. Support and Train new Service Desk Colleagues (where applicable)