Location: Redbourn
Department: Group IT
The Group IT Service Desk Analyst is responsible for the day-to-day analysis and resolution of incidents and requests, ensuring SLAs are met and tickets are kept up to date. They service and interface with users within the business, supporting and maintaining the user, desktop, peripheral, and software environment to ensure BAU services are available daily. They also support the Group IT Infrastructure Team with projects and project-related tasks assigned via the Group IT Service Desk Manager, supporting policies such as ISO 27001, 9001, 14001, and ITIL, as defined by the ISMS and Group IT Services Management team.
Job Objectives
1. Contribute to request and incident resolution through in-person, hands-on analysis and support to end users at the desktop level. Review monitoring alerts and escalate to the Group IT Service Desk Supervisor as needed.
2. Ensure tickets are accurately logged, prioritized, and responded to in a timely manner, providing meaningful feedback to ensure excellent service to all staff across the group.
3. Assist the Group IT Service Desk Manager in projects to understand new technologies being introduced to the business.
Skills and Competencies
* Strong understanding of Windows Desktop Environments and Active Directory.
* Experience supporting Windows desktop and peripheral environments.
* Excellent customer service skills, incident analysis, prioritization, and effective communication.
* Knowledge of Microsoft products.
* Network troubleshooting skills, including LAN, VPN, TCP/IP.
* Strong organizational and time management skills.
* Ability to define issues, collect data, establish facts, and draw valid conclusions.
Key Tasks
* Assist in request and incident resolution with hands-on analysis and support at the desktop level.
* Maintain accurate and high-quality ticket logs, ensuring timely responses and meaningful feedback.
* Review monitoring alerts.
* Troubleshoot or organize repairs for IT equipment as necessary.
* Perform hands-on fixes, including installing and upgrading software and hardware.
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