Service Desk Analyst

Overview

We are recruiting for a Service Desk Analyst to join the IT team at our Head Office in Lutterworth. As a Service Desk Analyst, you will provide consistent, excellent, and trusted end-user support to 700 colleagues across our UK business. Key day to day tasks will include - Incident Management, Request Fulfilment (including Starter Mover Leaver processes - SML), maintenance and audit tasks, and maintenance of the knowledge base. Effective prioritisation and strong customer service skills are essential. In return you will receive a competitive salary from £27,000 DOE, 25 Days annual leave plus bank holidays, Westfield Health Cash Plan, Life Assurance, Auto Enrolment Pension Scheme and Lifestyle Benefits - Discount on selected on high street stores.Responsibilities

Logging and managing incidents, access management and requests from internal users via ServiceNow "self-service" portal and high priority telephone calls.Provide 1st/2nd line technical support - Basic troubleshooting of IT related incidents and problems.Supporting users with hardware, software, telephony and cloud applications.Responsible for ensuring all tickets raised contain a suitable amount of detail for further support from 2nd and 3rd line teams, where appropriate.Highlighting trends and potential significant/major incidents to the Group IT Service Manager.Managing escalations, including communicating to and engaging the appropriate colleagues.Updating knowledge base with details of common issues which users (colleagues) can search for and self-serve.Passing and escalating calls to 3rd line support analysts if the problem is more complex.Prioritising and managing several tasks concurrently.Ensure asset database is maintained and kept up to date.Providing support / mentoring to IT Apprentice and future recruitments.Qualifications

Experience within IT Service Delivery.Service Desk experience - Managing IT Tasks and setting business expectations through good communications.Some knowledge of ITIL or other industry-recognised IT frameworks.Good attention to detail in all aspects of work.Ability to prioritise and work under pressure.Ability to learn new skills quickly and thoroughly.Note: The following paragraph from the original description has been removed as it contained company boilerplate information unrelated to the job responsibilities and ..... full job details .....