Job Description
Job Title: IT Service Desk AnalystLocation: Fully Remote / Work From Home (WFH) - office based in SussexSalary: £28,500 + BenefitsStart date: ASAPOutside Office Hours: 4pm to 12am Wednesday & Thursday / 8pm to 8am Saturday & Sunday (37.5 hrs per week)Company:We are assisting a successful IT services company who are searching for an OOH (Evening and Weekends) IT Service Desk Analyst / 1st and 2nd Line Support Analyst who is comfortable supporting users with technical issues within an ITIL Framework. This role is Fully Remote / Work From Home (WFH).Main Duties:
* Liaise with customers via phone, remote sessions, video conferencing and email to assist with 1st and 2nd line IT issues, working in accordance to SLA's, quality standards and ITIL best practices
* Hardware and software support for laptops and desktops, including onsite laptop repairs
* Provide remote support on Printer, Wi-Fi and Interactive Audio-Visual equipment
* Provide 1st line support and triage tickets to 2nd & 3rd line support teams
* Liaise with 3rd party suppliers as required
* Complete online and email ticket requests with a high level of diligence
* Respond to user requests and assist and teach users where appropriate
* Perform troubleshooting and fault diagnostics
* Perform basic IT system administration tasks and ensure end user documentation is up to date
* Provide excellent customer service at all times and offering empathy and patience to the users
* Take accountability and ownership for all assigned tickets
* Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes
Key Skills & Competencies:
* Experience of working in a 1st line IT role
* Experience of Active Directory users and computers
* Competent at identifying and fixing desktop hardware & software issues
* Basic networking and general fault diagnosis
* Customer service experience and strong communication skills
* A team player who is self-motivated, enthusiastic, and keen to learn
* Diligent with good time management skills and the ability to prioritise tasks
* Proactive approach to work, with a positive and flexible attitude
Nice to have experience
* Experience of working in an ITIL environment and contributing to the continual service improvement culture nice to have
* Experience of using an ITSM tool nice to have