Service Desk Analyst

Blackburn, UK
23 Aug 2019
31 Aug 2019
Contract Type
Full Time
A Service Desk Analyst is required for our client based in Blackburn, for an initial 3 month contract.

Our client requires an IT Service Desk Analyst that has relevant experience of working in a fast paced IT Service desk environment. Experience of active directory is preferable.


· Dealing with incoming support requests from end users via both telephone and e-mail in a courteous and professional manner.

· Recording, tracking and documenting successful and unsuccessful decisions made and actions taken, through to final resolution using the service desk software. Prioritising all incidents using ITIL guidance

· Applying diagnostic utilities to aid in troubleshooting, accessing software updates, drivers and knowledge bases, to aid in problem solution

· Retain end to end management of the request through to a satisfactory resolution with the support of team leader and or service desk manager

· Performing remote and hands-on desk-side fixes including installing and upgrading software, installing/replacing hardware, implementing file restores and configuring systems and applications

· Manage requests for all new end user devices and software, ensuing the asset register is updated and maintained

Experience required:

· Proven experience in providing excellent 1st line IT support over the phone or face to face

· Experience of working to SLAs, identifying and agreeing priorities.

· Experience of working with technical staff and 3rd parties resolve incidents/problems.

· Experience of working on a multifunctional IT service desk.

· Experience of delivering excellent customer services.

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