IT Service Desk Analyst

• Liaise with customers via phone, remote sessions, video conferencing and email to assist with 1st and 2nd line IT issues, working in accordance to SLA's, quality standards and ITIL best practices
• Hardware and software support for laptops and desktops, including onsite laptop repairs
• Provide remote support on Printer, Wi-Fi and Interactive Audio-Visual equipment
• Provide 1st line support and triage tickets to 2nd & 3rd line support teams
• Liaise with 3rd party suppliers as required
• Complete online and email ticket requests with a high level of diligence
• Respond to user requests and assist and teach users where appropriate
• Perform troubleshooting and fault diagnostics
• Perform basic IT system administration tasks and ensure end user documentation is up to date
• Provide excellent customer service at all times and offering empathy and patience to the users
• Take accountability and ownership for all assigned tickets
• Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes

• Experience of working in a 1st line IT role
• Experience of working in an ITIL v3 and v4 environment and contributing to the continual service improvement culture
• Experience of using an ITSM tool
• Experience of Active Directory users and computers
• Able to resolve 2nd line desktop issues in a Microsoft environment
• Competent at identifying and fixing desktop hardware & software issues
• Basic networking and general fault diagnosis
• Customer service experience and strong communication skills
• A team player who is self-motivated, enthusiastic, and keen to learn
• Diligent with good time management skills and the ability to prioritise tasks
• Proactive approach to work, with a positive and flexible attitude

• 28 days annual leave (including statutory holidays)

• Overtime options

• Stakeholder pension