SDL Solutions Limited is seeking an IT Service Desk Analyst initially for a 3-month fixed term contract with a view to extend or to become permanent.
You will act as the first point of contact for 280 users, based across 4 offices, to report IT related issues and faults to. The primary objective of the role is to provide first time resolution with good customer service. This will be achieved by troubleshooting, diagnosing and resolved problems at the first point of contact and/or escalating the fault to one of their 2nd line specialist teams to investigate and resolve.
You will be responsible for logging tickets in their ITSM platform, problem management and ensuring the assets are all correctly tracked using their asset management process. In addition to this, you will have the opportunity to be involved in delivering key projects to their end users and assisting with the adoption of new technology such as Microsoft 365, including SharePoint, OneDrive and Teams.
Main duties
1. Be the first point of contact for users, logging and responding to incidents using our ITSM platform.
2. Providing excellent customer service to colleagues and users.
3. Respond to incidents ensuring they are resolved in a timely manner to meet defined service level targets.
4. Complete relevant and skilled investigations, before escalating to our 2nd line team.
5. Maintain a high degree of cus...