Join to apply for the Service Desk Analyst role at Astbury Business Consulting
The Opportunity
We’re hiring an IT Service Desk Analyst to join our Support team and support our business stakeholders. The analyst is responsible for providing comprehensive support across a range of systems to ensure the smooth operation of technology within the organisation.
The Team
We want to create a place for teams to do their best work, and you’ll have the opportunity to influence our decisions, help define standards across the teams, and contribute to a healthy and happy working environment. Key objectives: deliver value quickly and safely; make data‑driven decisions; work openly; and create a learning culture.
About You
We are looking for a driven individual who has a keen eye for detail and strives to ensure that they produce accurate information through visually appealing reporting.
Qualifications
* Basic computer operations, including internet and email protocols, connectivity and understanding of internet networking
* PC and hardware troubleshooting
* Strong customer service skills
* Solid problem‑solving skills with proficient attention to detail
* PC and networking expertise
* Solid communication skills
* Basic office networking
* Strong technical understanding of voice, video and data
* Internet, networking and email protocols
* Detail oriented
What You Will Do
* Respond promptly to fault reports and service requests from end users, ensuring each issue is addressed per organisational procedures
* Record all relevant details of faults and service requests in the designated service‑management tool, maintaining accuracy for incident tracking and resolution
* Assign incidents to the appropriate resolver team, directing each issue to the team best equipped to resolve it
* Collaborate with the problem‑management team and other critical teams as necessary, facilitating a coordinated approach to resolving complex issues and ensuring continuity of service
Systems Support Responsibilities
* Microsoft Windows: deliver support and maintenance for Windows operating systems, ensuring all systems are operational and up to date
* Microsoft Office: assist users with Office applications, addressing software issues and ensuring optimal functionality
* PC Desktop and Laptop Equipment: manage and support desktop and laptop hardware, including troubleshooting and resolving technical faults for end users
* PC Patching and Updates: oversee patching and updating of PCs to maintain security and performance, mitigating potential vulnerabilities
* Anti‑Virus Systems: install, configure, and support anti‑virus software to protect organisational assets from malware and other security threats
* Desk‑Side Support Visits: conduct desk‑side visits as required to provide in‑person support to onsite clients, ensuring timely resolution of technical issues
* EPOS & Retail Systems: support electronic point of sale (EPOS) and retail systems, including receipt printers, cash drawers, and payment devices, to facilitate reliable retail operations
* Warehousing Equipment: maintain and support warehousing technology such as picking scanners and bench printers, ensuring efficient logistics and inventory processes
Administration Responsibilities
* Log all incoming calls promptly on the service desk to ensure accurate tracking of user requests and incidents; record every fault and related occurrence on the ITSM system for effective incident management and resolution
* Maintain the Asset Register, ensuring all equipment and devices are accounted for and accurately documented to support asset management and tracking across the organisation
* Plan and prioritise all tasks and responsibilities to guarantee that deadlines and targets are consistently met, delivering efficient work and maintaining service levels
* Commit to developing and maintaining relevant knowledge and skills, staying up to date with new processes, procedures and developments for high‑quality support and adaptation to evolving technologies
Installations
* Build PCs, assemble and set up personal computers in strict accordance with company policy, ensuring required hardware and software configurations are implemented as specified
* Configure laptops to meet organisational standards, including installation of necessary applications and system settings for optimal performance and user readiness
* Physically connect printers and other network peripherals, ensuring all devices are properly installed and integrated into the office network infrastructure
* Support office moves, desk moves, and staff relocations by ensuring IT equipment is transferred, reconnected, and fully operational at the new location
Diversity
We recognise and value the importance of diversity to help ensure we have many different perspectives when building services for customers and the wider business. Diversity is also about building happy teams full of people who want to learn, be inspired by each other, and bring varied experiences and backgrounds.
Recruitment Process
We review applications on an individual basis, and if we feel you would be a good fit we’ll invite you for a call or Teams video for an informal chat about the role and to see if we’re a good fit for you.
We value open and honest conversations and collaboration, giving you a chance to learn about what we are doing in an informal and friendly environment. We want to know about you and why you feel this is the opportunity for you.
Please note, this is not a remote role; you are expected to attend Head Office in a hybrid way, in Rochdale. Due to the nature of the work you will be expected to work shifts, and extra hours may be necessary to finish a job.
#J-18808-Ljbffr