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IT Service Desk Analyst

Location: St Albans
Term: Permanent
Salary: £28k
Reference No: ARAJSDA

IT Service Desk Analyst: The IT Service Desk Analyst will provide first and second line technical support to internal staff. They will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role. Coverage includes Head office and all UK branches.

Primary Responsibilities:

• Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
• Receiving, logging and managing calls from internal staff via telephone and email
• Maintaining an Asset Database and track changes
• 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as IPhone Laptops, PCs and Printers
• Troubleshoot basic network issues such as ADSL broadband issues
• Escalate unresolved calls to the infrastructure support team
• Log all calls in the Service Desk Call Logging system (SCSM)
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
• To maintain a high degree of customer service for all support queries and adhere to all service management principles
• Provide basic in-house training in MS Office applications used within the Association Word, Excel, Outlook, and PowerPoint
• Provide stats for the weekly Service Desk report on call trends
• Publishing support documentation to assist staff with requests for information & provide staff training if required
• Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
• Account management and provision
• To arrange for external technical support where problems cannot be resolved in house Qualifications:

Knowledge and Skills:

• An ITIL qualification is preferable but not essential
• MCP certification would be desirable
• Excellent communication skills and telephone manner.
• Excellent organisational skills
• 2 years previous IT Service Desk and/or Call Centre experience required
• Incident Management experience – Managing incidents including business expectations and communication
• Basic User & Security Group Active Directory administration
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and Office 365 (migrating to imminently)
• Experience with using and troubleshooting Outlook 2007 within a network environment (permissions, calendar sharing, and delegation)
• You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
• Full clean UK driving license
• DBS Security Check required

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