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IT Service Desk AnalystInformed Search Ltd • Leeds, England, United Kingdom
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IT Service Desk Analyst

Informed Search Ltd
  • GB
    Leeds, England, United Kingdom
  • GB
    Leeds, England, United Kingdom
Apply Now

About

Key Responsibilities
This role will be based in the firm's Leeds office and day-to-day responsibilities will include, but are not limited to:
· Provide support of incoming tickets to the Global Service Desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues.
· Build rapport and elicit problem details from end users.
· Ensure tickets are logged in ServiceNow, customers kept updated and issues resolved within agreed service levels
· Prioritize incidents and service requests according to defined processes such as VIP users and tickets marked urgent, to meet defined SLAs.
· Escalate incidents with accurate documentation to suitable teams, when required in line with KBs.
· Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
· Use remote tools and diagnostic utilities such as Systrack and Citrix to aid in troubleshooting.
· Research solutions through internal and external knowledgebase as needed.
· Identify and learn appropriate software and hardware used and supported by the organization.
· Test fixes to ensure an incident has been adequately resolved and the user confirms satisfaction.
· Ensure all IT activity is in line with Information Security policies and procedures
· Develop KBs and FAQ lists for end users.
· Contribute to Service Desk knowledgebase as needed
· Reinforce SLAs to manage end-user expectations.
· Provide suggestions for continual improvement for End Users.
· Contribute to building and maintaining an effective Global Service Desk Team by developing relationships and making suggestions to drive service improvement
Knowledge and Experience
· Must have at least two years' experience working on a Service Desk, ideally in a professional services or a busy MSP environment.
· A relevant IT Degree is beneficial, but not essential.
· Experience with an ITSM ticketing system (ideally ServiceNow or similar)
· iManage or similar document management systems
· PC/Infrastructure Hardware & Software
· Experience troubleshooting and supporting business applications and O/S
· Experience supporting MS Office 365, Citrix and Windows 10/11.
· Experience supporting mobile devices, ideally Apple, Citrix and VPN environments
· Good understanding with the fundamental principles of ITIL
· Additional certification a bonus but not essential (e.g. CompTIA, CCNA etc.)
*Personal Attributes*
· Exceptional interpersonal skills, with a focus on rapport building, listening and questioning skills
· Exceptional written and oral communication skills
· Experience working in a team orientated, collaborative environment
· Ability to work on own initiative and under pressure
· Excellent problem management and troubleshooting skills
· Flexibility and adaptability key to this role
· Can do attitude and positive approach to work
· Capable of multitasking and an experienced problem solver, able to think laterally about issues.
*Training Requirements *
· Training will be on going based on individual and firm’s needs and changes to any relevant technology.
Pay: Up to £30,000.00 per year
Benefits:
* Company pension
* Cycle to work scheme
* Health & wellbeing programme
* Life insurance
* Private dental insurance
* Private medical insurance
* Sick pay
Work Location: In person
  • Leeds, England, United Kingdom

Languages

  • English
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