Service Desk Analyst

SERVICE DESK ANALYST
£31000 + COMPANY BENEFITS
EAST GRINSTEAD

Bridge Recruitment are currently working with a well-established membership organisation who are dedicated to promoting and supporting leisure travel facilities across almost 2700 locations throughout the UK and Europe. They are seeking to recruit a Service Desk Analyst to join their growing team.

PURPOSE OF ROLE:

To provide assistance to all Head Office and Site based staff in a professional and customer-focused manner in line with customer needs, following defined processes and meeting service level agreements.

KEY TASKS &

ACCOUNTABILITIES :

● Record and prioritise all service requests into the Assyst service management tool, ensuring all
relevant information is recorded accurately and in line with the incident management process.

● Provide user support for all hardware and software issues including incident resolution, installation mplementation and guidance raining.

● Monitor, manage and progress all service requests in an efficient and professional manner, restoring normal working service as quickly as possible.

● Escalate incidents to appropriate teams ndividuals in line with the incident management process, ensuring users are informed of the progress of their requests.

● Log incidents with 3rd Party Suppliers and monitor their progress against SLA and, if required, escalate incidents using the pre-defined escalation process.

● Work individually and as a team to ensure that all individual and team KPIs are met.

● Ensure that all user requests are resolved within agreed Service Levels.

● Major Incidents - work alongside the Service Desk Team Lead to provide regular user updates in line with the Major Incident process.

● Create procedure documents and update the Knowledge Base in line with defined processes.

● Assist with the implementation and support of projects as required.

● Represent the operational interests of users to IS staff.

● Keep up to date with the latest developments in desktop technologies, products and processes.

REQUIRED SKILLS:

● At least 1 years' experience of working on a busy Service Desk providing 1st and 2nd line support to at least 250 users

● Troubleshooting and resolving hardware, software and networking issues over the phone

● Experience of providing support for:

▪ Microsoft Windows 10
▪ Active Directory
▪ Remote working
▪ Hardware builds/re-imaging
▪ Citrix virtual Desktops
▪ IP Telephony

ESSENTIAL

SKILLS & EXPERIENCE:

▪ Service Level Agreements
▪ Individual and Team performance targets

● Good communication and excellent customer facing skills

● Proactive, excellent organisation and timekeeping skills

● Flexible, enthusiastic and self-motivated

● Well-developed problem solving skills

● Good team player but also able to work on own initiative

● Quick learner, ability to follow documented procedures

● Able to cope with a busy Service Desk working under pressure

● Good all round hardware and software knowledge

DESIRABLE SKILLS & EXPECTATIONS:

● ITIL Foundation or a good working knowledge of ITIL

● Assyst (or similar IT service management software)

● Google Workspace/Gmail

● Avaya telephony

● Microsoft SCCM

● SAP