Service Desk Analyst

IT Service Desk Analyst, Prestigious Education Establishment, Temporary, Central London, £15.70 ph plus holiday pay. Assignment is to start as soon as possible and will last for 12 weeks.

Our client, a renowned Education Establishment, requires a Service Desk Analyst to provide IT support to staff and students within the school as well as being the first point of contact for IT requests, queries or issues.

The key responsibilities of the IT Service Desk Analyst are:

• Maintain, support and develop the IT services that support the research and teaching in the school
• Use the service support tool to document customer interactions and any work undertaken
• Assist the IT team in providing general user support according to service level agreements
• Assist in maintaining Service Desk records and documentation, making regular contributions to the knowledgebase, particularly in relation to providing self-help instructions for staff and students
• Support staff and students over the phone, face-to-face or using remote access tools, with technical or service related queries
• Provide a timely and accurate response to Service Desk requests, delivering both a quality and volume-driven service with a high first contact resolution rate
• Ensure excellent levels of customer service and professionalism in dealing with requests in writing, in person or over the phone
• Assign or escalate calls where necessary to other teams and liaise to ensure a consistent level of service
• Function as Service Desk Supervisor when directed
• Contribute to continuous development and delivery of new IT as determined by requirements and standards
• Provide support and maintenance to all designated systems as directed
• Undertake any other duties as reasonably delegated

Personal Attributes

• Higher education to degree level, or equivalent, or substantial relevant experience
• Hold ITIL qualification
• Practical experience of providing hardware support for networked PCs and laptops
• Hardware deployment particularly docking stations for a larger user base
• A good understanding of network infrastructure and protocols. Including supporting wireless networks on a wide variety of devices including tablets and mobile phones.
• Knowledge and familiarity of Windows desktop operating systems
• Ability to work with little supervision, being comfortable with decision making
• The ability to think logically and to track faults methodically and resolve them
• Willingness to take on a wide variety of tasks and to learn new skills
• Good organizational skills, ability to prioritise work and share problems with others
• The ability to operate in an environment of change
• Ability to work as part of a team and on own initiative, with colleagues of all backgrounds and levels

Due to the large number of applications that we receive, only shortlisted candidates will be contacted.

Val Wade Recruitment are actively looking for applicants from underrepresented communities and pride ourselves as an equal opportunities’ employer and agency.