IT Service Desk Analyst

London (Greater)
01 Dec 2017
08 Dec 2017
Contract Type
Full Time

Role: IT Service Desk Analyst

Location: Central London

Rate: £190pd

Start Date: asap

Duration: 3 months initially

The client

Our client is an established & thriving International FTSE 100 Company based in the West End of London. This exciting opportunity requires exceptional candidates who possess the requisite level of communication skills and technology experience to provide first class Service Desk Analysis Support services.

The role

The IT Service Desk Analyst will provide first and second line technical support to internal staff across the business. The successful candidate will require an aptitude for working with applications / systems to undertake analysis, diagnosis and resolution of staff problems. Issues may range from straightforward to the more complicated technical issues.

Duties include;

  • Maintain a high degree of customer service for all support queries and adhere to all service management principles
  • Fielding incoming help requests from end users via both telephone and e-mail in a courteous and professional manner
  • Documenting all pertinent end user identification information, including name, department, contact information, and nature of problem or issue using helpdesk software and subsequently updating solutions
  • Provide stats for the weekly Service Desk report on call trends
  • Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
  • Escalate unresolved calls to the infrastructure support team
  • Performing post-resolution follow-ups to help requests
  • Maintaining an Asset Database and track changes of IT assets
  • 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as iPhones, laptops, tablets and printers
  • Troubleshoot basic network connectivity issues and home user connectivity issues, such as ADSL broadband issues
  • Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc.
  • To arrange for external technical support where problems cannot be resolved in house
  • Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals

The candidate

  • Minimum of 5 years' similar helpdesk work experience in a professional services environment
  • Basic user & security group Active Directory administration
  • Strong knowledge of Microsoft based operating systems with emphasis on Exchange 2010, Windows 7 and Office 365
  • Knowledge of VMWare
  • Strong knowledge of Citrix (Administration)
  • Strong knowledge of Group Policy
  • Excellent knowledge ITIL experience
  • Excellent communication skills and telephone manner
  • Incident Management experience - managing incidents including business expectations and communication
  • You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
  • Ability to absorb and retain information quickly
  • Experience of working in a team-oriented, collaborative environment
  • Exposure to HEAT or ServiceNow would be advantageous

If you feel that you meet the above criteria of the IT Service Desk Analyst role then please apply now!

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