Career Opportunities: Service Desk Analyst (10608)
Requisition ID 10608 - Posted - Technology - London
JOB TITLE: SERVICE DESK ANALYST
DEPARTMENT: TECHNOLOGY
LOCATION: Marble Arch, London
REPORTING TO: Service Desk Lead
TYPE OF CONTRACT: Permanent
THE ROLE
We are seeking an experienced service desk analyst, with proficiency in a range of technology (Windows 10 and Office 365 is essential) and highly adept problem-solving skills. You will be passionate about excellent customer care and have an eye for detail. This role is predominantly based within our corporate head office and has significant exposure to our executive leadership team. You will be comfortable working with senior executives, to tight deadlines, and be able to deftly manage your time and workload to ensure customer happiness and meet service level targets.
No two days are ever the same within this role, and the successful candidate will be expected to identify trends and patterns, which will inform continual service improvement activities. The role holder will also be expected to contribute to the transformation of the service desk, through creative thinking and optimisation of service desk processes. The role is part of a small team, covering our business hours of 0800-1800 (Monday to Friday) and the role holder will be expected to work 3 shift patterns to cover these hours: 0800-1630, 0845-1715, and 0930-1800. Some travel to our other sites, predominantly central London, will be needed from time to time.
WHAT YOU’LL DO
* Provision of first line IT support to all users of the company network (includes internal and external customers)
* Providing exceptional customer service to all users
* Supporting the Service Desk lead with identifying opportunities for improvement and implementing changes
* Working as a team to build a Service Desk knowledge base
* Representing the service desk on projects transitioning to BAU being the point of contact for handover and communicating to the wider team
* Management of the service desk ticket queue, ensuring tickets are processed within agreed service levels
* Creation and administration of user accounts on all group technology supported systems
* Build devices, following agreed build processes
* Work closely with other IT teams to ensure swift ticket resolution
* VIP support to senior company executives
* IT support at company events, ensuring stable and reliable IT at both internal and external venues
ABOUT YOU
* Previous experience as a service desk analyst or a role which demonstrates significant problem-solving skills within a customer-facing environment
* Experience of supporting Windows 10, Apple iOS, Office 365 within a business environment
* Familiarity with ITIL and ITIL best practices within an IT operations environment
* Self-motivated
* Knowledge of Microsoft SCCM, PowerShell, and automation technologies are beneficial, but not essential
OUR RECRUITMENT PROCESS
If you enjoy bringing your whole self to work, share our values and are excited about our purpose we’d love to hear from you! We are committed to providing an accessible and inclusive process. Please note that we endeavor to get back to all applicants within 28 days. If you haven’t heard from us within this period, please assume that you have been unsuccessful on this occasion.
#LI-Hybrid
#J-18808-Ljbffr