Service Desk Analyst – Overseas, Wembley
Client: [Client Name]
Location: Wembley, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: 4c2343386bf8
Job Views: 8
Posted: 05.05.2025
Expiry Date: 19.06.2025
Job Description:
Key Accountabilities
* Support users via remote assistance, providing high-resolution support at first contact.
* Maintain high customer service standards for all support queries, following service management principles (Incident Management Process).
* Take ownership of user incidents and proactively address user issues.
* Log all calls on the Service Desk toolset, maintaining records of software or hardware problems.
* Gather accurate information from users on incidents and requests, highlighting Configuration Item (CI) relationships (Asset Management).
* Respond to user requests and assist with hardware or software requirements.
* Support users in using IT equipment by providing guidance and advice.
* Escalate complex calls after capturing all relevant information.
* Coordinate with third-party technical support when necessary.
* Highlight trends and major incidents to the 1st line team leader promptly.
Measures
* Meet service level targets for creating, resolving, and closing support calls monthly.
* Maintain acceptable service levels to customers and the business.
* Achieve SLAs as per yearly objectives (call logged/resolved, answer rate/abandon rate, etc.).
* Deliver consistent and reliable service across all incident and request types.
* Accurately categorize incidents and prioritize based on impact and severity.
* Apply a consistent approach to all support calls.
* Escalate complex service issues effectively.
* Maintain and update IT knowledge and process documentation as needed.
Personal Skills and Qualifications
Skills
* Excellent telephone and customer service skills.
* Good understanding of IT hardware setup and configuration.
* Focused on quality and self-motivated.
* Excellent interpersonal and organizational skills.
Education and Experience
Advantages include:
* ITIL Foundation (v3) or similar certification.
* Industry-standard IT certifications (e.g., MCP).
* Minimum 1 year of support experience in an IT environment.
* Experience troubleshooting Microsoft Office 2010/2013, especially Outlook, Word, Excel, PowerPoint.
* Experience with Windows 10/x and MacOS X troubleshooting.
* Understanding of ITIL framework and its application.
* Experience supporting users in Citrix or remote desktop environments.
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