Service Desk Analyst / 1st Line Technical Support

Global Appointments Limited
09 Nov 2017
16 Nov 2017
Contract Type
Full Time

Main responsibilities:

  • Act as a single point of contact for the receipt, action and co-ordination of service requests and incidents on behalf of the Group IT function.
  • Collaborate with all stakeholders including external suppliers, other support staff and end users to provide a professional, high quality service to the business.
  • Able to absorb and retain information quickly, assess impact and communicate effectively via all channels.
  • Develop excellent working relationships with all stakeholders at all levels, promoting the use of technology whilst managing customer expectations.

Specific Duties:

  • Provide 1st line support on behalf of the Group IT function, fully utilising the Central Service Desk system to deliver excellent levels of customer service, whilst working under pressure.
  • Effectively record all incidents and requests ensuring the effective resolution and monitoring against Service Level Agreements.
  • Represent the Group IT function as the first point of contact, floor walk to give visibility to end users and take ad-hoc requests.
  • Support the successful resolution of problems, prioritise and escalate when required.
  • To utilise all available resources to improve the customer experience, develop your skills and the service provided.
  • Perform hands-on fixes, including installing and upgrading software, hardware, and configuring systems and applications.
  • Assist in the successful delivery of projects in line with agreed milestones.
  • Assist 2nd and 3rd line support when required.
  • Provide high quality, clear and concise documentation for internal and external use.
  • Apply best practice principles and consider improvements to streamline ways of working.
  • Collaborate with others to maintain security of all hardware, software and data.
  • Procure, record, configure and install appropriate hardware and software, including mobile phones, that meets our customer's needs.
  • Manage loan IT equipment.
  • Collate and organise redundant IT equipment ready for collection.
  • Monitor and manage users use of web and email and ensure appropriate filtering and logging is in place.
  • Provide basic IT training when required.
  • To undertake training and learning opportunities to
  • support continuing professional and personal development.
  • To provide out of hours support as and when required.
  • Any other duties as required which are commensurate with the post.

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