Service Desk Analyst

Service Desk Analyst

Hybrid working

Location: Leatherhead

Salary: £25,000 to £31,000 pa depending on experience

Brief

This is a brilliant opportunity to join a leading engineering consultancy specialising in defence and aerospace. The consultancy Service Desk are the internal primary contact for all staff. They take great pride in the quality and service they give to users and the business.

Within the team they constantly look for ways to evolve and change how they provide support. Responding to user communications, requests and problems you will co-ordinate with teams within IT to ensure that service outages are correctly communicated to the business or affected users

Key Responsibilities

• Break/Fix resolution
• Processing and delivering routine service/change requests
• O365 Service Health Dashboard monitoring
• Password and user management administration
• Service level performance reporting
• Administration of the Joiners, Movers and Leavers process (Access Management)
• Escalation of issues to internal teams and managed service providers where applicable, maintaining the ownership of all incidents till the point of resolution
• Implementation and management of user governance procedures, and liaison with other departments where necessary, e.g. HR for joiners/mover/leaver procedures
• Develop and maintain knowledge and skills and keep up to date with new processes, procedures, and developments

What experience you need to be the successful applicant:

• Windows 10
• Microsoft Office 365
• Active directory
• Group Policy management
• Telecommunication trouble shooting (technical contact for escalations to WAN provider)
• General IP networking skills (DHCP, DNS, ipconfig, etc.)
• Reliable and trustworthy
• Presentable, professional appearance
• Patient, diligent and diplomatic
• Pro-active, resourceful and able to use initiative Desirable Requirements:
• IT Framework qualification e.g. ITIL V3/4 Foundation
• Experience of working on a user facing IT Service Desk
• Excellent verbal communications skills.
• Approachable, friendly, and able to talk easily with colleagues and users
• Good prioritisation and time management, able to balance competing issues to ensure the right problems are addressed first
• Good written communication, able to quickly record details of problems and solutions as they arise.
• Can provide clear, concise written reports to other IT departments and external support when escalating issues
• Willingness to develop knowledge and learn new skills
• Diligent, organised and goal oriented, understands the importance of service level agreements and will work to achieve them

Benefits

• Competitive salary: [£25,000 - £31,000]
• Happy To Talk Flexible Working
• 25 days' holiday entitlement
• Targeted professional development
• Life assurance
• Private healthcare membership
• Bonus scheme linked into company performance
• Season rail ticket loan

This really is a fantastic opportunity for a Service Desk Analyst If you are interested, please apply as soon as possible as this position will be filled quickly so don't miss out!

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