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Service Desk Analyst

Posted 4 January by Execuitve Resource Group Ended

Service Desk Analyst - SLA - ITIL - Windows - Active Directory - Exchange - Incident & Requests - Inside IR35

Service Desk Analyst

Our London based Local Authority Client is seeking a Service Desk Analyst to join their internal IT Team. This role has been deemed inside IR35, therefore candidates are required to operate through an umbrella company.

The Service Desk Analyst is a desk based role where the primary responsibility is to respond to 1st/2nd line incidents and requests.

Main Purpose of the job:

  • To provide, quality, responsive & consistent resolutions to IT incidents and requests
  • To take ownership for the monitoring and management of IT incidents and requests throughout their lifecycle and to ensure their timely completion within agreed SLA and within customer expectations.
  • To proactively innovate, develop and drives forward the effectiveness, efficiency and success of the department.
  • To proactively maintain /enhance Customer Satisfaction and "The Customer Experience"
  • A Desk bound position where 70 - 80% of calls are resolved at 1st point of contact.

Specific Duties and Responsibilities:

  • Along with the rest of the team, make sure that the service is covered during agreed service hours.
  • Assist in the enhancement of customer relationships within the service desk function and in building and maintaining a customer facing & communicative ethos within the team.
  • Receive, analyse and record any incidents or requests in line with established systems and procedures, ensuring that all customers are dealt with in a speedy, effective, efficient and courteous manner keeping them informed as to the progress.
  • Troubleshoot incidents, escalating any that cannot be resolved within laid down timescales.
  • Log and allocate IT related requests that should be passed onto other sections, and deal with those that need to be progressed at the Service Desk.
  • Make sure all information relating to calls is complete and accurate, that notes relating to individual incidents or requests are kept up to date so that colleagues and the customer are kept informed.

Experience and Qualifications

  1. Experience of working to and achieving results within defined Service Level agreement
  2. ITIL foundation certificate.
  3. Knowledge of LANDesk CRM Software (formerly Touchpaper)
  4. At least 3 years previous experience gained within a Service Desk Analyst or equivalent position.
  5. A proven track record of delivering high quality IT support within a 3000+ user, multi-site environment.

Technical and Job Specific Requirements

  • Windows operating systems from Win2k to Windows 7.
  • MS windows 2003 server/Active Directory.
  • MS office products from 2003 to 2010
  • Exchange 2007 & outlook 2003.
  • HP & Dell laptop/desktop/printers/Wyse terms.
  • System/Network management, administration and diagnostic tools.
  • Incident & Problem Management processes within a structured Service Management, ITIL or equivalent environment.

Service Desk Analyst - SLA - ITIL - Windows - Active Directory - Exchange - Incident & Requests - Inside IR35

Required skills

  • Service Desk Analyst - SLA - ITIL - Windows - Active Directory - Exchange - Incident & Requests - Inside IR35

Reference: 33794368

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