Service Desk Support Analyst

Reference:

MS SDSA 2532531

Sector:

2nd Line Support / Helpdesk, 3rd Line Support / Helpdesk, Other, Other IT Roles, Support and Training, Systems / Support Analyst

Salary:

£26,000 to £30,000 Per Annum

Benefits:

+ Hybrid + Great Benefits

Town/City:

Watford + Hybrid

Contract Type:

Permanent

We specialise in the recruitment of high quality candidates in the Technology Support sector. We have an excellent opportunity for a Service Desk Support Analyst (Business Support) who will be responsible for providing end user support for business critical systems, services and devices, as well as responsible for ensuring that all end user systems and devices are used in compliance with regulations and contractual obligations. The role will also provide support for the use, support and maintenance of end point IT services ensuring incidents are resolved within SLAs.

£26,000 - £30,000 + Hybrid (5 days in the office out of 10) + Great Benefits

Service Desk Support Analyst’s Core Duties

  • Take ownership of tickets, applying first time fixes wherever possible
  • Monitor and progress incoming tickets and update/escalate as necessary
  • Troubleshoot and log issues, making sure they are resolved as quickly as possible
  • Contribute to user/technical documentation and incident notes
  • Provide the highest level of service by meeting / exceeding SLAs and KPIs
  • Act as the first point of contact for various technical issues
  • Support and assist with application testing as part of application development / testing /
  • Use troubleshooting techniques and knowledge to analyse and resolve user issues
  • Flexible approach to work with the ability to provide onsite support, as required
  • Escalate any potential major incidents or threats
  • Support and train colleagues on new technologies and procedural changes
  • Liaise with third party vendors and suppliers
  • Undertake or assist with project work where required
  • Support products and applications while maintaining a high level of quality standards
  • Meet with Users as necessary, analyse their needs, and provide insight into functionality

Service Desk Support Analyst’s Key Skills

  • Qualification in IT or equivalent level experience
  • Minimum of 2 years’ experience working on a service desk using ITIL framework
  • Experience with Active Directory, Office 365 applications, Cisco VPN Client, and Windows 10
  • Experience with Laptops/Desktops repair and build
  • Experience working with Apple and Android mobile devices
  • Full UK Driving License is essential - occasional travel to other UK sites
  • Excellent communication skills both on the phone and face to face
  • Coach individuals through solving problems
  • Excellent troubleshooting and analytical skills

Are you enthusiastic about the Service Desk Support Analyst job? Send us your CV in word format today