IT Service Desk Analyst

The IT Director has overall responsibility for the running of the IT Department and producing the IT strategy for the Firm.

The IT Group is divided into two sections which are Technical Support and Customer Support. The Technical Support section oversees and maintains the back‑office structure, implements new technologies and acts as third-line support.

The Service Desk Analyst will report to the Service Desk Manager and be assisted and guided by the Service Desk Team Leader and the Service Desk Specialists. The Service Desk Analyst will be the primary point of contact within the IT Service Desk and must have excellent customer service skills, the ability to multi‑task and remain calm under pressure.

• Providing a professional and consistent level of technology support to all staff
• Responding to incoming incidents and requests at first point of contact reported via all mediums
• Ensuring all incidents and requests are accurately recorded at the time of being reported and responded to within a set Service Level Agreement
• Maintaining and updating incidents and requests via the Service Desk ITSM system
• Alerting Service Desk Specialists and Managers of reoccurring incidents and potential issues
• Keeping customers apprised and updated
• Escalating problems to the senior team members
• Managing requests for loan equipment
• Assisting with team’s administration duties
• Utilising and updating the Knowledge Base
• Other support related activities as required

• Good troubleshooting and analytical skills
• Knowledge of Windows 10 and Microsoft Office 365
• Understanding of PC Hardware and operating systems
• Awareness of using Active Directory
• Experience of logging tickets in ITSM call logging software
• ITIL 4 qualified

• A keen interest in IT
• Good academic record
• Enthusiastic and keen to learn new skills
• Excellent customer service skills
• Team player
• Excellent communication skills and ability to be managed
• Excellent attention to detail
• Excellent time management and organisational skills with the ability to meet deadlines
• Ability to think and work independently, or as part of a team and to take ownership of tasks
• Good interpersonal skills, working closely with people at all levels in the Firm
• Remaining calm under pressure
• Highly motivated and a methodical approach
• Flexible approach to working with the ability to handle the demands of a constantly evolving workload

• Communication skills
• Planning and organising
• Team working
• Attention to detail
• An understanding of the principles and practices of ITIL standards

We adopt a hybrid and flexible working approach, dependent on the requirements of the role and subject to manager approval.

For a detailed specification please download the job description in the documents section of this page.

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