IT Service Desk Analyst

Company : Confidential

Job Type : Full Time

Worthing, West Sussex

Number of Applicants

000+

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Job Description - IT Service Desk Analyst

Job Title: IT Service Desk Analyst
Location: Hybrid Working 2 days per week from home, 3 days on site at Worthing, Sussex
Salary: £26-29K, depending on experience + Benefits
Start date: ASAP
Standard hours: Mon-Fri 40 hours per week, between 8am-6pm, 8 hours per day.

Company:
We are assisting a growing company who are searching for an IT Service Desk Analyst / 1st and 2nd Line Support Analyst who is comfortable supporting users with technical issues within an ITIL Framework.

Main Duties:

Liaise with customers via phone, remote sessions, video conferencing and email to assist with 1st and 2nd line IT issues, working in accordance to SLA's, quality standards and ITIL best practices
Hardware and software support for laptops and desktops, including onsite laptop repairs
Provide remote support on Printer, Wi-Fi and Interactive Audio-Visual equipment
Provide 1st line support and triage tickets to 2nd & 3rd line support teams
Liaise with 3rd party suppliers as required
Complete online and email ticket requests with a high level of diligence
Respond to user requests and assist and teach users where appropriate
Perform troubleshooting and fault diagnostics
Perform basic IT system administration tasks and ensure end user documentation is up to date
Provide excellent customer service at all times and offering empathy and patience to the users
Take accountability and ownership for all assigned tickets
Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes

Key Skills & Competencies:

Experience of working in a 1st line IT role
Experience of Active Directory users and computers
Competent at identifying and fixing desktop hardware & software issues
Basic networking and general fault diagnosis
Customer service experience and strong communication skills
A team player who is self-motivated, enthusiastic, and keen to learn
Diligent with good time management skills and the ability to prioritise tasks
Proactive approach to work, with a positive and flexible attitude

Nice to have experience

Experience of working in an ITIL environment and contributing to the continual service improvement culture nice to have
Experience of using an ITSM tool nice to have

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IT Service Desk Analyst

Job Description - IT Service Desk Analyst

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