Service Desk Analyst – 1st Line Support
An excellent opportunity has arisen with a global brand for a Service Desk Analyst. The company are tackling the world’s greatest health and environmental challenges and role provides the opportunity to join them on their mission.
Customer Service: Act as the routine contact point (Single Point of Contact – SPOC), receiving and handling requests for support and escalating to other resolver groups in line with D&T processes.
Technical Support: Enable all staff to make full use of IT systems, through the provision of technical support, the creation of knowledge articles and guides and providing advice and sign posting to other training materials as appropriate.
Project Engineering: As part of project teams, assist in implementing innovative technologies.
·Following agreed procedures, respond to a broad range of service requests from staff for support and information, by providing routine information on systems, products, and services to fulfil requests or enable resolution applying a high level of customer service to ensure a great customer experience
·Install, administer, and support all Windows based, MAC OS & iOS devices, peripherals, desk phone, printers (MFD), and mobile equipment
·On project work, work directly with Project managers, key stakeholders, and members of the team in a collaborative and adaptable manner
·Prioritize and diagnose IT related issues and service requests according to agreed procedures and within area of responsibility, through providing telephone, remote, and desk side support, ensuring to update and close tickets in line with D&T processes
·Log incidents and service requests and maintain relevant records, allocating unresolved calls to resolver groups as appropriate
·Assist with the development of Service Desk standards, support documentation and processes and apply these to track, monitor, report, resolve and/or escalate incidents and problems
·Respond to and resolve incidents, problems, and service requests by taking informed, assertive corrective actions and under direction or following process, make modifications, apply restrictions, and devise workarounds, etc
·Communicate with users, colleagues, service partners and 3rd parties using appropriate methods (e.g., Service Desk tools, stand-ups, meetings etc.), to inform, log and escalate
·Document and triage, and if required, escalate unresolved incidents and service requests to relevant resolver group
·Create knowledge articles and contribute to the knowledge base within Service Now to drive self-service
·Participate and assist in the investigation and resolution of issues relating to security breaches on IT systems or issues of high risk by reporting breaches and potential breaches and undertaking remediation action as directed by more senior members of staff
·Contribute to the assessment of risks, working with the team to identify, quantify and document risks and their probability of occurrence and impact on the company
·Contribute to the execution of Digital & Technology Business Continuity Plans when IT and/or business disruptions occur
·Document all operations and processes as required (e.g., specifications, runbooks, changes, designs, topologies, knowledge articles, etc.)
·Undertake any other work that may be reasonably required from time to time including out of hours
Skills and Experience:
·IT related computer qualification – i.e., CompTIA
·Proficient with Windows and Apple operating systems, Office 365 and associated products and virtualization.
·Mobile device management and configuration
·Familiar with networking, TCP/IP, OSI model
·Familiar with Active Directory, GPOs, and OUs
·Experienced working to ITIL processes e.g., problem management, incident management, change control, etc.
·Familiar with programming and scripting languages e.g., PowerShell, python, PHP
·Familiar with customer service AI technology e.g., chatbots and service management systems e.g., SNC, Freshworks, TopDesk, etc.
·Apple Support Essentials and JAMF Remote Support Experience
·SCCM Deployment Experience
·Service Desk Analyst qualification or equivalent
·An understanding of Agile and DevOps methodology
·Familiar with digital experience systems and preventative management systems e.g., NexThink
·Awareness of intent based leadership
·Basic salary up to £27,000
·15% company contribution pension plan
·Excellent annual bonus
·Subsidised breakfast & lunch
·+ Excellent benefits package
Location: London – 2 days per week in office