Service Desk Analyst - Security-cleared
We are currently recruiting for a Service Desk Analyst to work a hybrid contract two days per week on-site in Norwich. The successful candidate will be supporting an array of laptop devices (Windows and MacOS operating systems), smartphones (Android and iOS), VoIP systems and Google Cloud services for standard office tools. Some specialist applications are also used throughout the estate. Support will be provided to a diverse user base.
Main Responsibilities
- Be the face of Live Service - providing first and second line support for all IT related issues, interacting with a diverse user base
- Processing service requests
- Rotation between phone and IT portal ticket support, user facing assistance at Tech Hubs and the build of laptops & smartphones
- Build, manage, support, asset track and maintain all associated hardware devices
- Track all incidents and service requests, prioritising as necessary and resolving within agreed timescales
- Create, issue and manage/maintain corporate accounts for joiners/leavers
- Work collaboratively across the Technology pillar and wider IT Team, ensuring internal processes are delivered efficiently and reviewed and updated as necessary
Essential
- A passion for providing high levels of customer service
- Experience of working in a Service Desk environment
- A problem solver
- Able to maintain both a user and service focus by taking ownership and accountability of issues encountered
- Have experience in explaining technical issues to technical and non-technical people, using and understanding new and emerging technologies to support this
Desirable
- ITIL accreditation or experience of working in an ITIL environment
- Experience or knowledge of Google Workspace
- Experience or knowledge of MacOS
If you feel you have the skills and experience needed for this role; please do apply now.
By applying for this job and submitting your CV to Parker Shaw, you acknowledge and give permission for us to pass it to an associate company for resourcing purposes. We outsource some of our resourcing calls to a trusted third-party company and they may call you to discuss this opportunity with you. They will then report back to us with the outcome of their conversation with you, where upon we will decide whether to submit your CV to the end client. Please be assured that the third-party company do not store or control any of your data, this is all done by ourselves (Parker Shaw).