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Service Desk Analyst – Overseas, Wembley
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Client:
Location:
Wembley, United Kingdom
Job Category:
Other
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EU work permit required:
Yes
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Job Reference:
4c2343386bf8
Job Views:
2
Posted:
02.06.2025
Expiry Date:
17.07.2025
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Job Description:
Key Accountabilities
* Supporting users via remote assistance, providing a high level of resolution at first contact
* To maintain a high degree of customer service for all support queries, adhering to all service management principles (Incident Management Process)
* To take ownership of user Incidents and be proactive when dealing with user issues
* To log all calls on the Service Desk toolset, maintaining a log of any software or hardware problems detected
* To capture accurate and truthful information from users on all incidents & requests, ensuring CI relationships are highlighted (Asset Management)
* Respond to requests from users and help them resolve hardware or software requirements
* Support users in the use of IT equipment by providing necessary guidance and advice
* To escalate more complex calls having captured all relevant information in the ticket
* To work with 3rd party technical support where incidents or requests require
* To highlight trends and major incidents to 1st line team leader immediately
Measures
* Meet service level targets for creation, resolution and closure of service desk calls on a monthly basis
* Maintain an acceptable level of service to the customers and business
* Meeting SLA’s as agreed within yearly objectives (calls logged/resolved, Answer rate/Abandon etc)
* Consistent and reliable service delivered against all types of incidents & service requests
* To correctly categorise incidents and set applicable priorities by impact vs severity
* Consistent approach to all service desk calls
* Ability to escalate complex service issues
* To maintain and deliver IT knowledge and process documentation where required
Personal specification
Skills
* Excellent telephone & customer service manner
* Good understanding of IT hardware set-up and configuration
* Focused on quality
* Self-motivated
* Excellent interpersonal skills
* Good organisational skills to ensure that company processes and procedures are put in place
Education
Advantageous
* ITIL Foundation (v3) or similar
* Industry IT standard certification (MCP or similar)
* Minimum 1 year previous support experience within an IT support environment or similar role supporting customers
* Experience with using and troubleshooting Microsoft Office 2010 (2013) with emphasis on MS Outlook, MS Word, MS Excel and MS PowerPoint
* Experience with using and troubleshooting Windows 10/x & MacOS X
* An understanding of ITIL, ITIL’s framework and how this applies to the IT Function
* Experience in supporting Users in a Citrix Environment or remote desktop tools
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