JOB DESCRIPTION
Job Title: IT Service Desk Analyst
Reporting to: Service Desk Manager
Location: Ashford
Overall Objective
1.
To work as part of the UNA IT Service Desk team to provide a high level of support and service to the English language user community of Europe and Africa-Middle East, which will often include visitors from international sites, in response to incidents, requests and project work arising on supported computer applications and platforms.
Main Responsibilities
Decision Making Authority
2.
Troubleshoot and provide first level support on Service Desk calls spanning a wide range of applications, systems and hardware.
3.
Create detailed service desk calls in AskMe (ServiceNow) tool, monitor, chase resolver groups and keep user informed of progress through the lifecycle of the call, from inception through to resolution.
4.
Build/rebuild workstations to company specifications.
5.
Asset Management, including the deployment and collection of redundant IT equipment and the accurate updating of inventories.
6.
Provide basic user training for new starters and for new equipment.
7.
Assist users with IT equipment location moves around the site.
8.
Project work: Application and new equipment rollouts, audits.
9.
Day-to-day Service Desk activities including: dealing with contractors, managing the Service Desk email inbox, phone calls, chats, walk-ins and AskMe unassigned queue.
10.
Keep abreast of IT activities, changes and outages.
11.
Attend team and company meetings and provided training to develop relevant knowledge and skills and to adhere to Environment, Health and Safety policy.
12.
Take part in/support company events when required.
13.
Adhere to company policies.
14.
Support the production environment for which wearing Personal Protective Clothing is essential.
AskMe call placement is fundamental in reducing SLA.
Required Competencies
15.
Good soft skills/communication, both verbal and keyboard, including the ability to converse with people at varying levels, from factory workers to senior executives, and should possess a customer service orientated background.
16.
Proficient problem analyzing and solving skills.
17.
Previous experience of working with a Service Desk tool, preferably AskMe (ServiceNow)
18.
A fundamental working knowledge of IT principles hardware, software and other devices, e.g. Smartphones: iOS and Android.
19.
A good understanding of Windows 11 and 10.
20.
Experience of Microsoft Office 365 and 2016.
21.
Experience of Google Suite including Gmail and Drive.
22.
A knowledge of InTune, Azure, Webex, Landesk would be beneficial.
23.
The ability to work as part of a team or alone including individual project work when required.
24.
The ability to work under pressure to meet deadlines.
25.
Smart, professional appearance as customer facing.
26. Notes46
27. Source
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