IT Service Desk Analyst
Kenneth Brian Associates are supporting our client, a prestigious employer in the Epsom area, with recruitment for an experienced IT Service Desk Analyst.
Working as part of a small team, the role of IT Service Desk Analyst has responsibility for providing 1st line support for incidents and service requests, as well as some 2nd and 3rd line support. The role provides support face to face onsite as well as remotely via Teams and telephone.
Specific responsibilities will include:
- Ensure all incidents and service requests are logged and accurately identified, categorised, prioritised, diagnosis and managed in the Service Desk IT service management tool
- Providing updates within agreed timescales
- Keep detailed, accurate and consideten records
- Work with third parties and colleagues to investigate, accurately diagnose, analyse and resolve issues and service interruptions, and to resume normal service as soon as possible
- Escalate requests where necessary to the appropriate person, team or service provider
- Identify and report recurring incidents
- Ensuring a high level of service is provided to all users
To be considered for this role, you will need:
- Previous experience in a service desk support role
- Working knowledge and understanding of ITIL framework
- Troubleshooting and problem resolution skills
- Experience of Microsoft Windows 11 support and installation
- Microsoft Office and Office 365 skills
- Client patching and collection management
- Active Directory experience
- Strong relationship building skills and a focus on providing excellent customer service
- Ability to use remote control tools and provide effective telephone/remote support
- Experience providing PC support
- Able to manage own workload and prioritise competing priorities
This role is hybrid, 3 days in the office and 2 from home. Shift pattern between 7am-6pm, with one in four weekends.
Due to location, you will need to have your own transport.
We look forward to receiving your application.