Service Desk Analyst I
Job Type : Permanent, Full Time
Salary :
We are looking to add a 3 Service Desk Analysts (First Line Support Analyst) to our Service Desk Team; two in Milton Park and one in London. You will support the business units within T&F with some additional support for the wider division as needed, and report to the Helpdesk Manager. As an important member of the team, you'll help us support our wider business colleagues in the most friendly, efficient and accommodating manner possible with various IT requests and issues, from Office to Adobe, Laptop to Macbook, every day will be different.
What you’ll be doing:
* Collaborating with relevant technical teams as required ensuring calls from customers are raised as appropriate in accordance with service level agreements.
* Receiving and recording all inquires from customers and dealing directly with requests/complaints and advancing problems following established procedures
* Dealing, comfortably, with colleagues from the bottom to the top of the organisation
* Ensuring users are advised on status and progress of incidents logged with the service desk and ensuring that routine tasks needed to meet user requirements are undertaken accurately and on time
* Assisting in the provision of an effective support desk service across the organisation
* Diagnosing and tackling hardware/software Incidents, from Office to Adobe, Laptop to Macbook and beyond
* Prioritising, updating, dispatching, and closing incidents using our ticketing system ServiceNow
* Using break/Fix instructions to resolve customer issues quickly
* Providing workaround solutions provided by 2nd/ 3rd line teams
* Application account provisioning for both internal systems via Active Directory and external systems such as Adobe and Microsoft
* Hardware procurement
* Providing onsite tech support/deskside support, as needed
* Providing onsite meeting room support
* Prioritizing and managing several open cases
* Ensuring new joiners' workstations and user accounts are setup prior to start date
* Performing office desk moves
More Information
- Address London
