Overview
We are recruiting for a Service Desk Analyst to join the IT team at our Head Office in Lutterworth. As a Service Desk Analyst, you will provide consistent, excellent, and trusted end-user support to 700 colleagues across our UK business. Key day to day tasks will include incident management, request fulfilment (including Starter Mover Leaver processes - SML), maintenance and audit tasks, and maintenance of the knowledge base. Effective prioritisation and strong customer service skills are essential. In return you will receive a competitive salary from £27,000 DOE, 25 days annual leave plus bank holidays, Westfield Health Cash Plan, Life Assurance, Auto Enrolment Pension Scheme & Lifestyle Benefits - discount on selected high street stores.
Responsibilities
* Logging and managing incidents, access management and requests from internal users via ServiceNow self-service portal and high priority telephone calls.
* Provide 1st/2nd line technical support – basic troubleshooting of IT related incidents & problems.
* Supporting users with hardware, software, telephony & cloud applications.
* Ensure all tickets raised contain a suitable amount of detail for further support from 2nd and 3rd line teams, where appropriate.
* Highlighting trends and potential significant/major incidents to the Group IT Service Manager.
* Managing escalations, including communicating to and engaging the appropriate colleagues.
* Updating knowledge base with details of common issues which users can search for and self-serve.
* Passing and escalating calls to 3rd line support analysts if the problem is more complex.
* Prioritising and managing several tasks concurrently.
* Ensure asset database is maintained and kept up to date.
* Providing support / mentoring to IT Apprentice and future recruitments.
Qualifications & Experience
* Experience within IT Service Delivery.
* Service Desk experience – managing IT tasks & setting business expectations through good communications.
* Some knowledge of ITIL or other industry-recognised IT frameworks.
* Good attention to detail in all aspects of work.
* Ability to prioritise and work under pressure.
* Ability to learn new skills quickly and thoroughly.
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