Service Desk Analyst

Appoint Recruitment
10 Jan 2019
31 Jan 2019
Contract Type
Full Time
Service Desk Analyst

The Service Desk Analyst provides specialist TSM support to our Customers; resolving incidents, raising and working on problems, troubleshooting, and carrying out administration tasks on enterprise class systems.

We are a close knit team, sociable and looking for a Service Desk Analyst / IT Support person to join our team. You will be expected to work hard, continually learn and give our customers’ a great experience in return you will have a great working environment, training, a good salary and package including private medical, pension, gym membership and parking and a generous holiday allowance.

There is lots of opportunity to progress.

The Service Desk Analyst must be a self-motivated individual, fully committed to problem solving with strong personal skills and a collaborate approach to work. Ideally you will come from a service desk background with skills such as; Tivoli Storage Manager, Linux, VMware, Cloud Technologies, AWS, Azure and NetApp. We primarily work with vendors such as IBM, Dell EMC, Netapp, certifications within these areas are highly desirable.

Key Responsibilities:

* Conduct daily, weekly and monthly checks of customer environments to ensure sytems are running smoothly
* Provide client system administration, support and technical issue resolution through the case management system
* Ensure internal/external processes and procedures are followed to guarantee consistency and quality of service
* Manage the lifecycle of all Incidents
* Fulfil service requests, typically minor changes or requests for information
* Alert on any failed components of entire backup/storage infrastructure and manage as an Incident within defined Service Level Agreements (SLAs)
* Create and use knowledge articles to store in Knowledge Repository
* Liaise with 3rd party support providers to manage hardware Incidents
* Conduct daily, weekly and monthly checks within customer environments to ensure systems are running smoothly
* Identify and help drive forward improvements in customer satisfaction
* Ensure our support services are delivered as defined in the Service Definition Documentation
* Represent the company to our Customers in the most professional way and continually ensure the delivery of operational excellence within every engagement
* Supports continuous improvement of the Support Services team in improving quality, building reputation and Customer relationships

Skills and Experience:


* Experience of working in a service desk/ support services environment
* Understanding of IT principles and technologies
* An impressive ability to learn new technology and apply that knowledge
* Good communication skills, both verbal and written
* Dynamic and positive approach to work with a strong desire to succeed
* Enthusiastic team player with the ability to work from own initiative
* Motivated and conscientious, with a flexible approach to work
* Strong sense of responsibility and accountability
* Methodical in approach with sound analytical and problem solving skills, and keen attention to detail
* Demonstrable customer service skills
* Strong personal drive and commitment to delivery of results
* Professional appearance, manners and constructive attitude in all work related matters


* Experience with business IT service delivery
* IT Qualification
* Exposure or certification in IBM Tivoli Storage Manager, SAN, VMware, EMC, Avamar, Veeam, Arxscan, Azure (and other cloud platforms)
* A good understanding of or certification in common operating systems especially Linux / UNIX
* Exposure to Salesforce, Service Cloud and Servergraph


1 – 2 years Service Desk Analyst or IT support experience

IBM Tivoli Storage Manager (TSM)

Cloud Computing

Managed Services

Service Desk


Problem Solving

Microsoft Azure



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