IT Service Analyst

Charalle Recruitment Limited
19 Apr 2019
03 May 2019
Contract Type
Full Time

An opportunity is open in the busy IT Department for an experienced IT Service Analyst. The purpose of the role is to provide first and second level support to office based and remote users using the incident management and request fulfilment processes in line with Service Desk objectives, ensuring delivery of a high-quality customer focussed service to meet business needs.

Key Responsibilities:

Service Management

  • Serve as the first point of contact for customers seeking technical assistance over the phone, web or via email, determining and delivering the best solution to meet their needs
  • Perform remote troubleshooting through diagnostic techniques and asking pertinent questions
  • Advise customer on the problem-solving process and direct unresolved issues to the next level of support personnel
  • Follow-up and update customer status and information and pass on any feedback or suggestions by customers to the appropriate internal team
  • Identify and suggest improvements to processes / procedures
  • Maintain system documentation, sharing relevant knowledge with peers and the broader IT team
  • Contribute suggested efficiencies and service improvements in processes and applications, where possible suggesting automation/workflows/ appropriate tools to improve the value for money, availability, serviceability and security of IT Services.
  • Manage own performance against agreed metrics & measures


  • Serve as subject matter expert on key applications in use across the Group
  • Assist in ensuring the desktop computing environment is built and maintained to high standards of performance and security, seeking ways to improve where appropriate and possible
  • Assist the delivery of patching and anti-virus updates promptly and effectively across the desktop and application estate
  • Assist in the maintenance of standards for hardware, software and security in the desktop environment
  • Review Monitoring and Management of the desktop and applications.
  • Deliver to team and individual KPI / Metrics
  • Travel to other offices within the Group and remote locations as required, mainly London office
  • Carry out work outside normal contractual hours as required by the business


  • Proven IT experience
  • Proven track record of trouble shooting and delivery of excellent service to business users
  • Good understanding of computer systems, mobile devices and other tech products
  • Tech savvy with working knowledge of office automation products, databases and remote-control software
  • Ability to focus on specific targets and demonstrate target achievement
  • Proactively plans and organises time, prioritising workload often within tight timescales
  • Able to work alone and as part of a team
  • Exceptional customer handling skills and delivery focus
  • Excellent written and verbal communication skills; must be able to communicate clearly at a technical and end user level
  • Strong analytical and problem-solving skills with a 'can-do’ attitude
  • Demonstrates a flexible, adaptable approach and always rises to new challenges
  • Able to manage sensitive and sometimes confidential information
  • An understanding of ITIL best practice and/or experience of working with ISO27001 including developing, documenting and implementing information security policies would be beneficial
  • Experience of case management and workflow systems is desirable but not essential
  • Proficiency with all MS Office products, specifically Word, Excel, Outlook and PowerPoint

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