We are recruiting for a 1st‑line IT Service Desk Analyst to join the team on a fixed‑term contract until April 2027.
In this role you will be providing first line technical support, advice and guidance to our customers and internal users. You will ensure that all incidents and service requests are resolved or fulfilled in a timely and appropriate manner. The successful candidate will have prior experience working on a service desk in a fast‑paced and varied environment. You will naturally have excellent customer service skills and experience dealing directly with customers and users.
This is a shift pattern, hybrid working role, based out of our Coventry office 2‑3 days per week (subject to business need).
This role is part of Corporate Services where you’ll help us give colleagues the support they need to be brilliant.
Responsibilities
* Work in a team of Service Desk Analysts, delivering first line Incident Support and Request Fulfilment services
* Ensure that all Incidents, Service Requests and other tasks assigned to you are resolved or fulfilled in accordance with SOPs
* Deliver processes relating to the procurement, configuration, deployment and disposal of user IT equipment in accordance with relevant Asset Management processes
* Participate in the Knowledge Management process, producing documents for the Service Desk Knowledge Base
* Proactively identify risks, and ensure that they are effectively managed such that all IT related Service Desk activities operate within a suitable internal controls environment
Qualifications
* Experience working in a support role within a busy IT Technical Support environment
* Knowledge of and experience with hardware, software and mobile technologies
* Experience with a range of technologies, including the Microsoft stack, Active Directory, Citrix, Windows desktop, Apple mobile devices, Avaya Telephony, etc.
* Demonstrable experience using service management toolsets
* Experience of diagnosis and rectification of faults
Desirable Skills
* ITIL Service Management Foundation v3 Certificate or equivalent
* Qualifications and/or equivalent work related experience within a Service Desk support role
* Experience of configuration and installation of user IT equipment
Certain roles will be subject to a DBS check.
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