IT Service Desk Analyst

Shaw Daniels Solutions Ltd
London (Greater)
17 Mar 2019
31 Mar 2019
Contract Type
Full Time
The role is shift-based and will rotate within the Service Desk hours of 7:00 am – 6pm Monday to Friday. 35 Hours/week

Purpose of role - IT Service Desk Analyst

To act as an IT Service Desk Analyst in the best interests of the Company. Delivering first line technical support to a user base of approximately 5,000 staff. Providing analysis, diagnosis, escalation and resolution of customers’ IT issues. Carrying out customer requests for new IT hardware, software and access.

Main duties - IT Service Desk Analyst

* Act as a single point of contact for phone calls, emails and self-service tickets from internal staff regarding all level 1 and level 2 IT issues, queries and requests.

* Troubleshooting of IT-related problems from in-house software to hardware, such as mobiles,

* Laptops, PCs, thin-clients and Printers.

* Work to the achievement of established Key Performance Indicator targets (such as Average Speed of Answer and First Contact Resolution).

* Escalate unresolved calls to the relevant support teams.

* Log all calls in the Service Desk Call ITSM tool (Remedy 8.1).

* Take ownership of user issues and follow up the status on behalf of the user and communicate progress in a timely manner.

* Maintain a high degree of customer service for all support queries and adhere to all service management principles.

* Publishing support documentation to assist staff with requests for information.

* Arrangement of external technical support where problems cannot be resolved in-house

Knowledge/Skills/Experience - IT Service Desk Analyst


* IT Service Desk and/or Call Centre experience required – specifically supporting users remotely.

* Excellent communication skills and telephone manner

* Excellent organisational and troubleshooting skills

* Active Directory: creating user accounts, resetting passwords, creating groups etc.

* Microsoft Exchange 2010 administration: creating shared mailboxes, distribution lists and amending permissions.

* Strong knowledge of Microsoft-based operating systems with emphasis on Windows 7 and Office 2010

* Experience with using and troubleshooting Outlook 2010 within a network environment (including but not limited to permissions, calendar sharing & delegation)

* Mobile support via Mobile Iron.

* Troubleshoot network issues

* Citrix knowledge, Xen App, Receiver.

* SCCM administration and support

* Telephony / Voice administration and support (Cisco Unified CM)

* Managing and supporting TCP/IP – printing

* Experience of ICT System support and Data Security

* Experience of Installing, Configuring and Upgrading ICT Software

* Awareness of ICT Repair and Fault Diagnosis Procedure (IT RFDP)


* ITIL V3 accreditation

* MCP, MCSA or MCSE qualifications

* Supporting Cisco UCCE platform

* Knowledge and experience working with BMC Remedy

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