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Service Desk Analyst

Morgan McKinley
Chichester, United Kingdom
Posted 3 days ago Permanent £25k - £30k
Service Desk Analyst
Job Summary
  • West Sussex
  • Permanent
  • BBBH823977
  • Jul 29, 2022
  • £25k - £30k

Job Description
A global business is looking for a Desktop and Service Analyst to support and continuously improve IT services throughout the organisation.

Service Desk Engineer / Analyst

West Sussex

£30,000 - £35,000

I am excited to be working with a large professional services company who are looking for a Service Desk Analyst. As a global company, they are looking for someone to join their West Sussex Office. This role is offered on a hybrid / blended working environment, one or two days in office and working on a rotating schedule, including weekends and evenings.

Our client is a large professional services organisation. Everything they do is powered by people. From the expertise of their people to our long-standing client relationships, they are proud to be a company that's committed to the human side of business.

Role Purpose:

The Service Desk Analyst role is within the Service Desk and part of the wider Delivery Services team in the Technology & Transformation division. The role reports to a Team Leader.

The analyst will follow ITIL best practices and processes to delivery exemplary services to our employees via both verbal and non-verbal communications. They will take full ownership of "user lifecycle" requests received from customers and ensure these are accurately entered into ServiceNow to a high standard enabling great central reporting and trend analysis of support requirements. Demonstrating exemplary communication skills providing clear expectations in an open, honest, respectful and fair manner. They will demonstrate strong administrative skills and attention to detail during the creation, modification, disabling and deletion of end-user accounts as part of the new starter, transfer and leaver process.

The analyst will also help keep processes current by regularly reviewing these and updating them in accordance with changes or identified improvements; By doing so ensuring the regular audit of accounts and IT systems produce near zero discrepancies.

The analyst will provide extraordinary customer service and therefore contribute to customer satisfaction scores while also providing support of a high standard by triaging incidents (when required) and systematically following processes for both incidents and requests to minimise impact to our employees.

Job Responsibilities

Required qualifications and experience:
  • Take and resolve requests over the telephone, face to face and via the ticketing system.
  • Respond to and resolve requests within the specified time frame as logged in the ticketing system.
  • Keep requests updated in system with progress on a daily basis including requests for escalation.
  • Ensure users are kept sufficiently informed of progress throughout the lifetime of their calls through regular emails / phone calls.
  • Interpret and reiterate company policies to users and technicians and enforce policy when appropriate.
  • Prepare written communications and documentation.
  • Undertake research, document results and present to colleagues and Managers.
  • Develop own technical knowledge to improve ability to resolve requests.
  • Work with co-workers to increase knowledge across the Global Service Desk team.
  • Work with other team members and small project groups to develop tools to improve the Global Service Desks efficiency and effectiveness.
  • Recommend new methods or improvements based on own research, knowledge and possibly testing.
  • Organise, implement and action project tasks as required within agreed timeframe.
  • Expert knowledge on the local office setup.
  • Enforces best practice company wide.
  • Develop relationships with key members of the business, engages with business stakeholders and reinforces role of site expert.
  • Co-ordinate Asset Management and stock taking tasks for the office.
  • Manage third party providers for the office
  • Occasional Major Incident Management.

Skills Required
  • GCSE/A Level or equivalent
  • A minimum of 18 months in a similar role
  • Excellent customer service skills
  • Excellent verbal and written communication skills
  • Excellent 1st line troubleshooting skills
  • Good documentation skills
  • Experience with Service Now or other ticketing systems
  • IT Hardware (computer, monitor, scanner, printer)

Desirable technical qualifications and experience:
  • NVQ or equivalent in IT
  • Degree
  • CompTIA A+/ Network+
  • MCP
  • Certified in ITIL foundations
  • Customer Services NVQ or equivalent
  • Experience of Microsoft (Windows 10)
  • Understanding of support Office 365 and SharePoint
  • Active Directory administration knowledge
  • Computer imaging, configuration & profiling
  • Experience of Cisco WebEx or Microsoft Teams

Morgan McKinley is acting as an Employment Agency and references to pay rates are indicative.

BY APPLYING FOR THIS ROLE YOU ARE AGREEING TO OUR TERMS OF SERVICE WHICH TOGETHER WITH OUR PRIVACY STATEMENT GOVERN YOUR USE OF MORGAN MCKINLEY SERVICES.

Job ID  BBBH823977
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