IT Service Desk Analyst - 6 month contract

IT Service Desk Analyst

6-month contract/day

Summary

The Service Desk Analyst will be required to work from a London location or remote home working. They will provide remote support to all IT users across all the established platforms. Currently, these include virtual desktops based on Citrix technologies, Windows based laptops, Google chromebooks, Apple devices, Windows terminal services, networked printers, mobile and landline telephony. Supporting Lotus Notes, O365 (Outlook, One Drive, Teams etc).

Duties and Responsibilities:

• Receiving, logging and managing calls from UKI staff using the Service Desk Management System (Service Desk Plus)
• Providing appropriate support to resolve end user issues or queries.
• Providing accurate answers that can be understood by users.
• Having the knowledge and understanding of the Service Level Agreements and Service Desk processes and procedures
• Ensuring that response times and resolutions are met as defined by the Service Level Agreements
• Maintaining a high degree of customer service for all support queries and adhering to all service management principles
• Taking ownership of user problems and following up the status of problems on behalf of the user and communicating progress in a timely manner
• Liaising with vendors and third parties for support as required
• Liaising with teams/individuals regarding calls that cannot be resolved at the first point of contact.
• Advising users about any IT developments or changes within the organisation that may have an impact on the user experience.
• Documenting, updating, using and sharing knowledge about new products and solutions as necessary.
• Being aware of the IT Departments aims, policies, processes and procedures in order to ensure that customers receive consistent messages.
• Being aware of appropriate societal and environmental issues and responsibilities relating to IT
• Having an understanding of goals and activities (the business of the organisation).

Person Specification

• 3 years experience of level 2+ service desk support
• Good working knowledge of the IT support industry

• Have an excellent working knowledge of Active Directory
• Have a good working knowledge of Windows 7 or above, and competent in using Microsoft Office 2010 or above, and a range of web browsers.
• Embrace Information Security at all user levels.
• Good questioning techniques to elicit relevant information.
• Good analytical skills for effective problem solving.
• The ability to community effectively with customers and key stakeholders
• Multi-tasking abilities
• Have an excellent working knowledge of Active Directory
• Working knowledge of Windows 7 or above, and competent in using Microsoft Office 2010 or above, and a range of web browsers
• Have a strong desire to work in the IT support profession.
• Self-motivated achiever who gains satisfaction from providing excellent customer service
• An understanding of the importance of adhering to IT and organisational policies and procedures
• Committed to self-learning and skill development.
• Able to remain calm under pressure.
• Able to be sensitive to, and respect other cultures.
• Able to covey empathy to users
• Personal accountability
• Able to work within the ethos of the organisation.
• Committed to own professional development.
• Flexible approach and able to work outside of usual hours as required.

Desirable

• Experience in supporting large customer base within public/third sector organisations.
• Current experience in supporting Smart phones and IOS devices, virtual machine environments, Windows Terminal Services, Lotus notes 8 and above.
• Educated to degree level in a relevant subject or hold a relevant professional qualification.
• Microsoft Certified qualifications
• SDI certification
• ITIL V4 certification