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London, Greater London
Service Desk Analyst
Overview
Job Description
Service Desk Analyst London, England Job Reference:LEX-TEC-06230 Location:London, England Closing Date:16/06/2019 Department:Technology Division:Global Support This role will involve a blend of hands-on and team duties responsibilities. You will be part of a team providing in person and remote first line support for over 2000 staff across multiple UK sites or those working at home. The Service Desk Analyst will be expected to resolve calls and requests in accordance with defined Service levels; liaise with staff and support teams to ensure the timely resolution of incidents and requests. It will also be necessary to provide technical advice and expertise in relation to desktop hardware and software, provide quick break fix solutions to customer queries and escalate those to the appropriate expert team within a defined time period ensuring information gathering is complete. You will be a confident team player, with the personal presence, attitude and responsibility to communicate to staff at all levels including VIP's as guided and instructed by the Service Desk Team Lead. You will need to have the ability to build a good rapport with your manager and their manager/director while providing excellent customer service to all staff. KEY RESPONSIBILITIES: + To provide 1stline support services, working alongside the Desktop Support team, to Informa staff via Service-Now tool, phone, and email. + Resolve incidents and fulfil requests as required, by performing an accurate diagnosis and implementing an appropriate solution. Monitor and escalate incidents and requests against defined service levels. + Maintain, update, and make available, full documentation for installed/updated Hardware, software and configuration items within in-house Knowledge centre. + To investigate, diagnose and resolve tickets within the defined Support scope. + To look for and identify root causes of repeat incidents being raised. + Be responsible for managing Admin tasks (classifying tickets, allocate priorities, routing etc) + Provide advice and guidance in your area of expertise within IT and across the divisional Service Desk. + Build relationships with the Enterprise Technology Support teams at Central IT. + Be familiar with Informa systems and how to support and implement them. + Carry out general administrative duties to assist in the provision of an effective and efficient service as required by your position. + Carry out any other duties, required of the position, as determined from time to time by Technical Services & Support Manager. + Work on allocated tasks ensuring your tickets are resolved and responded to in line with SLA's + Ensure that all work you carry out is the agreed business and departmental standards, e.g. ITIL and follow the framework as set out by the Technical Services & Support Manager and conform to the IBI guidelines, standards, policies and procedures. + Participate in the company training initiatives. + To work proactively with the business to reduce incidents. + Ensure all IT support systems are working and functional at all times. SKILLS REQUIRED: + Good experience of working in a Service Desk Support environment for a large and complex organisation - preferably in an ITIL Framework + Should have some exposure to a customer service environment + Ability to listen and respond to allocated tasks with the Service Desk team + Developed interpersonal skills with excellent communication and customer care skills + Technical understanding of + Windows 7 / 10, + Microsoft Office365 (Office, Skype for Business, Teams, OneDrive and Sharepoint) + Microsoft Exchange 2010/2016 + Active Directory Users & Computers + System Center Configuration manager (SCCM) + Service-Now + Network connectivity TCP/IP + Mobile device support (iOS) + Cisco Telephony + General PC/laptop hardware. + Experience of MacOS desired + Team player in a Service Desk environment or similar technical environment. + Ability to accept a technical problem and see it through to completion. + A problem solver with the ability to act on your own initiative whilst being flexible and pragmatic in approach Character qualities sought include: + Excellent verbal & written communications skills in English are required + Should be able to establish work priorities and work with both staff and colleagues in resolving conflicts of time and resource. + Ability to organise own workload as well as work on own initiative. + Should have excellent relationship and client management skills. + Must be flexible and able to work out of hours where required. + Ideally have the ITIL Foundation Certificate with a good knowledge and understanding of ITIL and ITIL related processes. + Should be able to work under pressure + Excellent customer service skills.