IT Service Desk Analyst-£23,000-£30,000
Key Responsibilities
* Troubleshoot and Resolve Issues:
* Use the IT helpdesk workflow to resolve issues and complete requests within SLA.
* Call Handling:
* Deliver high-quality call handling, both in and out of hours.
* Customer Communication:
* Maintain a log of software/hardware problems and allocate complex issues to relevant IT team members.
* Service Issue Allocation:
* Arrange external technical support if needed.
Requirements
* Time Management:
* Prioritize requests based on urgency.
* Experience:
* Previous helpdesk experience.
* Customer Service Focused:
* Team-oriented attitude to help co-workers and customers with technical problems.
* Motivation:
* Willingness to learn new skills and technologies.
* Technical Skills:
* Experience with Citrix XenApp, Windows Server 2016, Office 365, Azure, Active Directory, VMWare 6.7, Teams Telephony, and Network Security protocols.
Additional Responsibilities
Communications:
* Excellent telephone manner and face-to-face communication skills.
* Proactively communicate information to team members and management.
* Provide end-user training as required.
Analytical Skills & Creativity:
* Structured problem-solving approach.
* Analyze technical and business information to develop plans and make sound recommendations.
Management of Activities:
* Work as part of a small IT support team.
* Balance work priorities under pressure and ensure compliance with business management systems.
* Participate in occasional out-of-hours planned maintenance.
Management of Finance & Resources:
* Advise on sourcing or re-use of hardware to ensure value for money.
Autonomy & Accountability:
* Operate under the supervision of the Systems Manager with some decision-making autonomy.
* Contribute to section activities and be accountable for performance in finance, technical, and service delivery.
Working Environment:
* Office-based, 38 hours per week (Monday to Friday).