Service Desk Analyst

Mackenzie Jones
12 Jan 2018
10 Feb 2018
Contract Type
Full Time
Service Desk Analyst. Circa £22k + Bonus (c£1.2k) + Corporate Benefits Package. Birmingham. T6/MN/17109 Large professional services organisation is seeking to secure an experienced Service Desk Analyst. The role will sit within a large IT team. The organisation provides a supportive and collaborative working environment, combined with the opportunity for career development. The Service Desk Analyst will action calls in a timely manner, dealing with support queries or fault reports - these can be raised by phone, email or via a reporting portal. The role will focus on maintaining all software and hardware. Responsibilities: • Respond positively to end user calls, e-mails – raise tickets, and aim to resolve the issue immediately where possible and if not escalate the support issue to appropriate contact or support line level • Manage user administration of the desktop within limits of security policies • Perform Hardware installations, moves and upgrades for all equipment across multiple sites • Ensure desktop operating system and core applications are maintained to the agreed security and patch levels • Maintenance and repair of hardware • Support IT projects and liaise with other it teams as and when required • Support remediation of faults and security vulnerabilities • Follow core processes and procedures such as change control and incident logging • Keep appropriate records and update documentation or checklists as applicable • Out of Hours Support on an on-call rota basis Technical Skills and Required: • Excellent communication skills required, able to communicate with all levels • Able to convey technical concepts to a non-technical audience • Strong organisational skills, able to prioritise workload • Flexible approach - able to support the business as and when required outside of normal business hours • Inquisitive mind-set - learning new technologies • Previous experience of working on a Service Desk essential • Exposure to Active Directory and SCCM is an advantage Working Rota • Be part of a rota - Monday to Friday - times sit between 7.30am to 5.30pm • Flexibility is required to take some out of hours calls when required Keywords: Service Desk Analyst, Helpdesk Analyst, IT Support Officer, Service Desk Analyst, Support Officer, Active Directory, SCCM, Windows, Ticketing System, IT, Infrastructure, Support. Birmingham