1st Line Service Desk Analyst

1st Line Service Desk Analyst RoleFull-time, permanent roleLocation: 5 days in Canary WharfNeed to have construction experience Main ResponsibilitiesField 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-insReceive, log, and manage incidents and requests within the IT Service Management platformAssist maintenance of our asset management database, tracking changes accordinglyProvide 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 guidelinesEscalate issues to 2nd/3rd Line and Major Incident teams when requiredAction procurement requests for IT equipment, applications, and internet servicesGuiding users through troubleshooting stepsKeeping track of open issues and following up with users and other IT staff to ensure a timely resolutionKeeping users informed about the status of their issues and communicating any IT-related noticesMaintain IT Documentation and Knowledge base:Document troubleshooting proceduresDocument known fixesCreate end user training guidesOngoing Support, Maintenance, and Protection:Be aware of and escalate security concerns or flags identified ..... full job details .....