Job Purpose

The IT Service Desk team offers 1st line support for all offices and project sites, and the IT Service Desk Analyst will work as part of the IT Service Desk team for all activities relating to supporting users via the Service Desk. The job holder will liaise, and work, with the Senior IT Service Desk Analysts and IT Service Desk Team Leader to deliver support to the business and build strong working relationships with all business users.

Key Responsibilities

To provide 1st line technical support; answering support queries via phone and email.

Provide initial assessment of all incidents. Where a solution cannot be provided, or will be timely, escalate appropriately to the relevant support teams.

Troubleshoot end user hardware and software, networked peripheral devices in line with Group IT best practice encompassing standard and non-standard hardware and software policy and procedure.

Maintain excellent customer service standards by answering all calls promptly, remaining courteous and professional at all times.

Maintain accurate records of activity taken throughout the lifecycle of a ticket.

Embrace a culture of continued improvement and quality.

Escalate any major incidents immediately using the major incident process flow.

To maintain a high level of customer service at all times.

To be professional at all times and act as an ambassador for IT excellence.

Maintain Group IT SLA's and work towards improved targets.

Perform other related duties and responsibilities as assigned by line management.

technical skills required for this role,

Experience supporting Exchange 2013 through Office 365

Experience supporting Microsoft Active Directory and Azure Active Directory

Experience supporting the Microsoft Office Suite of applications

Experience in a customer service IT environment

Working knowledge of Microsoft Operating System (preferably Windows 10)

Experience in working with an ITSM tool (preferably ServiceNow)

Experience in remote diagnostics and resolution.

Experience in creating knowledge documents improving first time fix rates.

Planning and organising

Person Specification

If this role sounds like you then please apply and get in touch!

We are committed to equality of opportunity, and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships