Service Desk Analyst

JATO Dynamics
29 Sep 2017
03 Nov 2017
Contract Type
Full Time

Company description:

JATO is a market-leading global business, with a presence in more than 50 countries, and an ever-expanding global reach. With over thirty years of industry experience, we help our customers create significant competitive advantage, using our data to make informed decisions and respond swiftly and effectively to market changes.

Job description:

Service Desk Analyst - Permanent - Uxbridge

Overall Position Purpose

JATO are hiring for a Service Analyst to work within the first line support, providing day to day support for JATO' Head Office and global desktop environment, reporting directly into the Service Desk Team Leader

The team is responsible for providing technical assistance and support across a range of IT equipment and consumables that are supplied to JATO staff for their BAU activities. This includes laptops, desktop PCs, tablets, printers. Along with providing support of various industry standard software packages, such as Microsoft's Office suite.

The ideal candidate must have previous desktop support experience in a Microsoft Windows environment ideally in a global setting. They should have an overall understanding of virtual infrastructures, with supported experience.

You will be required to work within the Service Delivery team, attending to the 1st line support queue as part of the business as usual activities, as well as working with 2nd line team to resolve Incidents as well as escalating any (where necessary).

The successful candidate will be a graduate or have a minimum 2 years' practical experience in a similar role and have great communication and customer service skills. You will be required to be self-motivated and able to work in a busy office environment, to tight Service Level Agreements.


•Troubleshoot 1st line incidents and problems for the Service Desk team, raised in the Helpdesk
•Log incidents with 3rd party hosted desktop applications and follow through to resolution
•Ensure SLA agreements are being met at all time
•Develop and maintain team documentation, related to 1st line support activities
•Troubleshooting, diagnosing and fixing faulty user equipment
•Troubleshoot and resolve malware issues
•Desktop and Laptop builds to meet upgrades/new PC requests
•Managing and maintaining AV equipment
•Liaise with third party software and hardware suppliers (as required)
•To participate and contribute to relevant Roadmap related activity, as required

Required profile:

Skills Required

•Able to troubleshoot hardware and software faults on Desktops and Laptops as required for 1st line Support
•Able to install and troubleshoot the following products & technologies.
•Microsoft Office Suite 2010/2013/365
•One Drive for Business
•Windows 7 through to Windows 10
•Understanding of Active Directory.
•Document fixes for recurring faults
•Strong communication skills, both verbal and written

What we offer:

Please note all CVs must be submitted in English to be considered for this role. You must have the right to live and work in the UK


•JATO offer up to 25 days holidays
•A discretionary 10% performance related bonus

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