SERVICE DESK ANALYST
£31000 + COMPANY BENEFITS
EAST GRINSTEAD
Bridge Recruitment are currently working with a well-established membership organisation who are dedicated to promoting and supporting leisure travel facilities across almost 2700 locations throughout the UK and Europe. They are seeking to recruit a Service Desk Analyst to join their growing team.
PURPOSE OF ROLE:
To provide assistance to all Head Office and Site based staff in a professional and customer-focused manner in line with customer needs, following defined processes and meeting service level agreements.
KEY TASKS & ACCOUNTABILITIES:
● Record and prioritise all service requests into the Assyst service management tool, ensuring all
relevant information is recorded accurately and in line with the incident management process.
● Provide user support for all hardware and software issues including incident resolution, installation\implementation and guidance\training.
● Monitor, manage and progress all service requests in an efficient and professional manner, restoring normal working service as quickly as possible.
● Escalate incidents to appropriate teams\individuals in line with the incident management process, ensuring users are informed of the progress of their requests.
● Log incidents with 3rd Party Suppliers and monitor their progress against SLA and, if required, escalate incidents using the pre-defined escalation process.
● Work individually and as a team to ensure that all individual and team KPIs are met.
● Ensure that all user requests are resolved within agreed Service Levels.
● Major Incidents - work alongside the Service Desk Team Lead to provide regular user updates in line with the Major Incident process.
● Create procedure documents and update the Knowledge Base in line with defined processes.
● Assist with the implementation and support of projects as required.
● Represent the operational interests of users to IS staff.
● Keep up to date with the latest developments in desktop technologies, products and processes.
REQUIRED SKILLS:
● At least 1 years' experience of working on a busy Service Desk providing 1st and 2nd line support to at least 250 users
● Troubleshooting and resolving hardware, software and networking issues over the phone
● Experience of providing support for:
▪ Microsoft Windows 10
▪ Active Directory
▪ Remote working
▪ Hardware builds/re-imaging
▪ Citrix virtual Desktops
▪ IP Telephony
ESSENTIAL SKILLS & EXPERIENCE:
▪ Service Level Agreements
▪ Individual and Team performance targets
● Good communication and excellent customer facing skills
● Proactive, excellent organisation and timekeeping skills
● Flexible, enthusiastic and self-motivated
● Well-developed problem solving skills
● Good team player but also able to work on own initiative
● Quick learner, ability to follow documented procedures
● Able to cope with a busy Service Desk working under pressure
● Good all round hardware and software knowledge
DESIRABLE SKILLS & EXPECTATIONS:
● ITIL Foundation or a good working knowledge of ITIL
● Assyst (or similar IT service management software)
● Google Workspace/Gmail
● Avaya telephony
● Microsoft SCCM
● SAP