Service Desk Analyst

  • Location: City Of London
  • Type: Permanent
  • Payment: £28000 - 35000
  • Per: Annum
  • Role: Other

Posted by : Hannah Burdett

Email :

Service Desk Analyst–City of London-£28,000 to £35,000-Document Management System experience is essential

A UK top 20 accountancy practice based in the City of London is seeking a Service Desk Analyst to join their growing IT department.

Candidates must have experience using a Document Management System and unfortunately candidates with out this will not be considered.

Role & Responsibilities:

• Responsible for handling requests and providing operational first/second line support
• Diagnosing and resolving technical issues on your own and as part of a team
• Assist with troubleshooting and resolving infrastructure issues
• Handling escalated calls from IT Service Desk members
• Provide support to users via telephone, email and remote control
• Ensure regular call updates to manage client expectations
• Confident, clear and professional telephone manner
• Creating, updating and resolving incidents in ticketing system
• Excellent written and verbal communication skills
• Keeping documentation up-to-date
• Liaising with 3rd parties and suppliers
• Administration support via Active Directory
• Following processes and procedures
• Carrying out daily check on firm’s infrastructure systems
• Flexible rota – Out of Hours cover on weekends

Essential Skills & Experience:
• Proven experience of supporting a Service Desk function and offering 1st/2nd line support
• Ability to resolve all issues and escalate to other team members and management when needed

  • Experience with Document Management System is a essential.

• Excellent customer service skills
• Able to provide high quality technical support
• Strong communication, problem solving skills and time management skills
• Technical experience with Microsoft Windows products, XenDesktop, Video and Audio conferencing products, Skype, document management systems, Apple IOS, VMWare, Active Directory
• Ability to follow processes, policies, procedures and guidelines
• Continually strive for improvement and development

•£28,000 to £35,000 basic salary
• Annual bonus and pension
• Eligibility to firms Profit Sharing Plan
• Genuine career progression and development

Service Desk Analyst -City of London-£28,000 to £35,000

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