IT Service Desk Analyst-£23,000-£26,000
Key Responsibilities
- Troubleshoot and Resolve Issues:
- Use the IT helpdesk workflow to resolve issues and complete requests within SLA.
- Call Handling:
- Deliver high-quality call handling, both in and out of hours.
- Customer Communication:
- Maintain a log of software/hardware problems and allocate complex issues to relevant IT team members.
- Service Issue Allocation:
- Arrange external technical support if needed.
Requirements
- Time Management:
- Prioritize requests based on urgency.
- Experience:
- Previous helpdesk experience.
- Customer Service Focused:
- Team-oriented attitude to help co-workers and customers with technical problems.
- Motivation:
- Willingness to learn new skills and technologies.
- Technical Skills:
- Experience with Citrix XenApp, Windows Server 2016, Office 365, Azure, Active Directory, VMWare 6.7, Teams Telephony, and Network Security protocols.
Additional Responsibilities
Communications:
- Excellent telephone manner and face-to-face communication skills.
- Proactively communicate information to team members and management.
- Provide end-user training as required.
Analytical Skills & Creativity:
- Structured problem-solving approach.
- Analyze technical and business information to develop plans and make sound recommendations.
Management of Activities:
- Work as part of a small IT support team.
- Balance work priorities under pressure and ensure compliance with business management systems.
- Participate in occasional out-of-hours planned maintenance.
Management of Finance & Resources:
- Advise on sourcing or re-use of hardware to ensure value for money.
Autonomy & Accountability:
- Operate under the supervision of the Systems Manager with some decision-making autonomy.
- Contribute to section activities and be accountable for performance in finance, technical, and service delivery.
Working Environment:
- Office-based, 38 hours per week (Monday to Friday).