Service Desk Analyst

Robert Walters Plc
London (Greater)
11 Jan 2018
10 Feb 2018
Contract Type
Full Time
* Provide first line helpdesk support to clients, assisting them with hardware and software incidents and problems via phone and email.
* Responsibility to work to ITIL standards deployed internally and to respond, coordinate and resolve all logged IT incidents.
* Assist with administration matters including logging incidents and problems, and managing basic data updates.
* In addition, some degree of IT desk-side support and facilities work may also be required.

Incident Management

* Provide 1st line / level support for all local application related issues; answering support queries via phone, email and fax.
* Maintain a high degree of customer service for all support queries to ensure that service level standards are exceeded
* Log all Incidents in Service Management tool, currently Cherwell
* Resolve calls at first line where possible
* Where first line resolution is not possible, ensure call ticket is allocated to appropriate second line owner
* Log all calls in Cherwell, including resolution and root cause where resolved at first line

Problem Management (liaising with second line support)

* Liaise with the second line IT Operations teams in each IT Hub to ensure that IT incidents are escalated and resolved where required
* Highlight common incidents to IT operations team members for further review
* Maintain a log of any software or hardware problems detected
* Allocate more complex calls to the relevant IT team memberChange Management
* Log change requests in SDE
* Determine whether change is Pre Approved or requires CAB authorisation
* Implement Pre Approved Changes where appropriate
* Review and approve Change requests IT Support (where required)
* Maintain and update PABX telephone address list and calling groups
* Support and maintain Mitel IP Phone handsets/IP Console
* Support and maintain printers, scanners
* Relocate phones, PC's and repatch where required

Administrative Support

* Administer user adds, changes and deletes across multiple IT systems Management Reporting
* Provide regular updates to local IT colleagues and the Regional IT Service Desk Manager on outstanding support issues
* Contribute to management reporting by conducting statistical analysis of key performance data and preparing reportsRelationship Management
* Required to work with colleagues and clients across the international scope of the business where required to solve issues
* Liaise with IT colleagues to ensure consistent escalation and successful resolution of all support issues
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