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IT Service Desk Analyst

Job Seekers United Kingdom IT

Job Summary

  • Epsom
  • Permanent
  • BBBH773294
  • Jan 13, 2021
  • Competitive
Job Description

New role! IT Service Desk Analyst - Permanent - Located in Epsom / WFH - Competitive Salary - Excellent Benefits - Apply now!

Job Title: IT Service Desk Analyst
Location: Epsom / Working from home
Parking: Yes
Salary: Competitive
Benefits: comprehensive benefits package they offer alongside their competitive salaries which includes discretionary annual bonus, 25 days holiday, pension, life insurance, employee car scheme, PMI (through BUPA), income protection, on-site café, restaurant and gym, free on-site parking and much more!

Other info: Due to the location of the company you must be a driver with access to a vehicle

I am currently recruiting for an IT Support Analyst for a known organisation on a permanent basis.

Within the role, you will be responsible for providing 1st line support for all incidents and service requests plus 2nd and 3rd line for all systems and applications supported by the companies Service Desk. This support is provided remotely to field staff in the UK as well as desk-side for their Epsom office and this can be over the phone, via remote control, e-mail, IM and desk-side.

Key Responsibilities;

  • ​Delivery of first class customer service, ensuring the customer is satisfied with the resolution
  • ​Log, manage and resolve incidents and support requests within agreed timescales
  • ​Keep detailed, accurate and consistent records for the teams' calls to ensure they are updated regularly and that the customer is kept informed
  • Ensure the customer is satisfied with the resolution of the call prior to closure
  • Refer all requests that cannot be directly resolved to the appropriate person or service provider
  • ​​Ensure the customer is satisfied with the resolution of the call prior to closure
  • Escalate any problems, major incidents, issues or complaints as appropriate
  • ​Ensure the customer is satisfied with the resolution of the call prior to closure
  • To support and assist other team members
  • ​Develop and implement system procedures in conjunction with the end users and the supplier, including roles and responsibilities, problem management and change control requirements
  • Completing and reviewing process documentation to current standards, ensuring it is up to date, of a professional quality, checked for accuracy of grammar and spelling and are reviewed prior to distribution
  • ​To maintain good working relationships with end users and departments within the organisation and 3rd party company representatives to ensure that satisfactory support, supply and maintenance of services is provided
  • ​Ensure that IT equipment is audited and equipment lists are maintained

The main supported systems are:

  • Windows 7 & 10 Operating System
  • Palo Alto Global Protect
  • Microsoft Office 2010/2013
  • Office 365
  • Skype for Business
  • MFD's
  • LANDesk Service Management suite
  • Microsoft System Center Configuration Manager 2016
  • Bloomberg
  • Airwatch Mobile Device Management
  • Banking systems including CitiDirect, Barclays.Net, RBSOnline, ING
  • Bespoke CRM and POS systems
  • Windows 2008/2012/2016 Server
  • Cisco CUCM, CCX, Unity and Redbox Call Recording
  • Supportworks ITSM for call management

Education / Qualifications required for this role

  • ITIL v3/4 Foundation accreditation
  • SDI Service Desk Analyst or equivalent

Experience required

  • Solid background in Service Desk support
  • Previous Supervisory experience
  • Detailed knowledge and understanding of Incident, Problem and Service Request management processes
  • Experience working in a busy IT Service Desk environment in a technical customer facing role
  • Over 5 years experience providing 1st to 3rd line technical support via telephone, email, remote and desk-side support
  • Experience of working as a senior member of the ServiceDesk team providing an escalation point to other Service Desk Analysts, coaching, mentoring and training to the team
  • Demonstrable troubleshooting and problem resolution skills
  • Strong experience of Microsoft Windows platform including Windows 7 and 10 support and installation
  • Prides themselves on being reliable, punctual and creating an environment in which people feel comfortable to work to the best of their ability
  • Excellent customer service skills, the ability to build strong relationships across the broader IT teams and with the business
  • Ability to use remote control tools and provide effective telephone support
  • Experience providing PC support including image creation, building, configuring and troubleshooting PC hardware and software

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.



Consultant Details

Consultant Details

Sadie Hills
Sadie O'Loughlin
  • Senior Consultant | Office Support and Secretarial Recruitment
  • +44 1483 453 555