IT Service Desk Analyst
Winchester (Hybrid working)
12 month Fixed Term Contract
As our next IT Service Desk Analyst, you'll be responsible for owning incidents and service requests from creation to resolution. As a member of the IT Service Centre team, this role provides first-line IT support to our internal user base of approximately 4,000 colleagues. As the front line for IT support, you will be dedicated to delivering best-in-class service to our internal customers.
Your role is to ensure KPIs are achieved and to act as the primary point of contact for all IT Teams, Support Partners, and end users for escalations. Your day to day activities will include providing 1st line support to our internal colleagues via telephone, chat, and IT Portal, logging, prioritising, and resolving all tickets within SLA, handling queries professionally and efficiently, and providing technical hardware and application support.
You will be instrumental in maintaining user security on all systems and updating the IT Status Page to provide accurate and timely information for all users. Your remit will also involve escalating tickets when required, promptly bringing out-of-date knowledge documentation to the attention of the Knowledge and Digital Analyst, and sending out communications as directed during High Priority Incidents.
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