Service Desk Analyst

Jenrick IT
West Sussex
£26000 - £30000 per annum, Benefits: Excellent Ben
05 Oct 2017
05 Nov 2017
Contract Type
Full Time
This is a very exciting time to join a global travel company that is expanding and can offer exceptional training and career development opportunities. This role requires shift working on a 24x7 roster and is responsible for IT Service Desk quality. The role provides an opportunity for the right candidate to benefit from continual growth in all aspects of IT Service Operations and will Support the IT Service Desk Manager in monitoring the performance and development of IT Service Desk Analysts; acting as a point of escalation for customers. Development and on-going improvement of the knowledge base is also a key aspect of this role, providing validation and governance of the content. Responsibilities; - Co-ordinate rapid response to major incidents ensuring that appropriate action is taken to investigate and resolve them, with minimal downtime to systems and services - Provision of Major Incident reports to customers and the business - Accountable for stakeholder engagement including representing IT at twice daily Incident Operations - Manager (IOM) shift handover calls and communicate regularly with Control Centre during incidents; ensure that Control Centre incident communications accurately reflect the IT Incident - Conduct post incident review meetings - Responsible for the resourcing of the service desk is at all times - Work with Service Transition to ensure that new project and products are understood and documented and ready for go-live. Continual assessment, maintenance and improvement of knowledge articles - Ensure that priority setting and escalation procedures are applied effectively and that all complaints are responsibly and professionally escalated and/or resolved - Continual Service Improvement - Ensure all work is carried out by the Service Desk team and documented in accordance with required standards, methods and procedures - Become a visible advocate for excellence in service Requirements; - Excellent communications skills; able to build relationships at all business levels and able to articulate IT issues to a non-IT audience - Ability to make decisions and prioritise for self and team; often under pressure - A passion for excellence in service and care - Good analytical skills to solve problems identify areas for improvement Qualifications and Experience; - Substantial experience in IT service desk on a large, dynamic and diverse campus - ITIL V3 foundation qualified - desired - MCSA (or equivalent) qualified in desktop - desired - Broad IT awareness - Knowledge of Microsoft Windows and Microsoft Office - Experience with using and troubleshooting Outlook (permissions, calendar sharing, delegation)
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