Service Desk Analyst

Service Desk Analyst Leeds - hybrid Permanent Summary We''re seeking a Service Desk Analyst with strong relationship building skills and great customer service to join our team in the Leeds office. As the first point of contact for all NG Bailey colleagues, you''ll play a key role in delivering an excellent colleague experience by troubleshooting faults, performing initial diagnosis and resolving incidents as efficiently and effectively as possible. Some of the key deliverables for this role will include: Ensuring process documentation is accurate and up to date Identifying process improvements and agreeing changes to processes with the Senior Service Desk Analyst. Acting as a point of contact for phone calls and emails from staff regarding IT issues and queries Ensuring that requests for assistance are properly logged, assigned and responded to in accordance with the ICT Service Level Agreement (SLA) Escalating major incident and high impact user calls to the correct team in a timely manner, ensuring that escalation procedures are adhered to and within the SLA. Assisting in IT Projects as delegated, from request for change (RFC) through to implementation and review, to support the continued availability, effectiveness and safety of business systems. Implementing known remote fix solutions and workarounds and assist users to recover and continue operation Maintaining the highest levels of confidentiality in all aspects of employment and work undertaken and ensure all ..... full job details .....