1st Line Service Desk Analyst

1st Line Service Desk Analyst Role

Full-time, permanent role

Location: 5 days in Canary Wharf

Need to have construction experience

Main Responsibilities

Field incoming service desk incidents and requests:

• Act as a contact for the internal customers receiving IT incidents and requests through calls, emails, portal and walk-ins
• Receive, log, and manage incidents and requests within the IT Service Management platform
• Assist maintenance of our asset management database, tracking changes accordingly
• Provide a high-level of customer service and adhere to service management principles and processes (ITIL)

Resolve IT service desk requests and incidents:

• 1st line technical IT Support for End Users (incl. VIP Director level) and their devices or applications, always aiming to achieve a first-time fix, adhering to agreed SLAs and following escalation guidelines
• Escalate issues to 2nd/3rd Line and Major Incident teams when required
• Action procurement requests for IT equipment, applications, and internet services
• Guiding users through troubleshooting steps
• Keeping track of open issues and following up with users and other IT staff to ensure a timely resolution
• Keeping users informed about the status of their issues and communicating any IT-related notices

Maintain IT Documentation and Knowledge base:

• Document troubleshooting procedures
• Document known fixes
• Create end user training guides

Ongoing Support, Maintenance, and Protection:

• Be aware of and escalate security concerns or flags identified promptly

Continual service improvement:

• Identify and drive forward improvements to process/service

If you''re interested and have the right experience, then please apply or reach out to Paige Camies at the Fawkes & Reece office today!