Overview
Service Desk Analyst – Reporting To End User Support Manager. Based At: Office and Home. Responsible for 1st line support covering critical systems for either external customers or internal staff. Utilising industry standard toolsets, monitor calls, emails and automated alerts, bringing them to an appropriate resolution or escalating where necessary, within an ITIL aligned framework. Responsibilities
Provide support during business hours (Monday to Friday 09:00 – 17:30). Perform initial triage of incoming service calls/mails/alerts and make appropriate routing decisions. Act as the first point of contact for incidents reported by phone, e-mail or by remote monitoring tools. Contribute ideas for continual improvement of service desk function and service delivery. Help develop efficient service desk tools, policies and procedures. Proactively drive tickets and workflow and chase any tickets languishing in queues. Monitor SLAs, escalate and help expedite any threatened SLA breaches. Provide reports and metrics and complete service desk tasks and administration as defined by the business. Ensure all entries to the service management solution are accurate, concise and timely. Maintain awareness of interdependencies between Problem, Change and Configuration Management and Incident Management. Maintain awareness of SOP content and keep abreast of new releases or updates. Establish and maintain effective working relationships with customer contacts, colleagues and management; take task guidance from the Team Leader. Ensure the level of service support reflects entitlement for all opened incidents; engage the Team Leader for resolution when beyond entitlement. Qualifications
Appropriate IT background and experience. Appropriate customer facing/user support experience – Tier 1. Extensive knowledge of Microsoft 365. Proficient with operating systems, including Windows 10. Windows Server 2012 – 2019. Basic working knowledge of server infrastructure and networking. Technical troubleshooting in cloud and on-prem environments. Experience working with ticketing systems such as ServiceNow. Knowledge and understanding of working to defined SLAs. Understanding of IT workflows/ITIL practices. Desirable
Experience documenting processes and operational procedures. General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems. Full driving license. ITIL experience/Certification.
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Service Desk Analyst – Reporting To End User Support Manager. Based At: Office and Home. Responsible for 1st line support covering critical systems for either external customers or internal staff. Utilising industry standard toolsets, monitor calls, emails and automated alerts, bringing them to an appropriate resolution or escalating where necessary, within an ITIL aligned framework. Responsibilities
Provide support during business hours (Monday to Friday 09:00 – 17:30). Perform initial triage of incoming service calls/mails/alerts and make appropriate routing decisions. Act as the first point of contact for incidents reported by phone, e-mail or by remote monitoring tools. Contribute ideas for continual improvement of service desk function and service delivery. Help develop efficient service desk tools, policies and procedures. Proactively drive tickets and workflow and chase any tickets languishing in queues. Monitor SLAs, escalate and help expedite any threatened SLA breaches. Provide reports and metrics and complete service desk tasks and administration as defined by the business. Ensure all entries to the service management solution are accurate, concise and timely. Maintain awareness of interdependencies between Problem, Change and Configuration Management and Incident Management. Maintain awareness of SOP content and keep abreast of new releases or updates. Establish and maintain effective working relationships with customer contacts, colleagues and management; take task guidance from the Team Leader. Ensure the level of service support reflects entitlement for all opened incidents; engage the Team Leader for resolution when beyond entitlement. Qualifications
Appropriate IT background and experience. Appropriate customer facing/user support experience – Tier 1. Extensive knowledge of Microsoft 365. Proficient with operating systems, including Windows 10. Windows Server 2012 – 2019. Basic working knowledge of server infrastructure and networking. Technical troubleshooting in cloud and on-prem environments. Experience working with ticketing systems such as ServiceNow. Knowledge and understanding of working to defined SLAs. Understanding of IT workflows/ITIL practices. Desirable
Experience documenting processes and operational procedures. General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems. Full driving license. ITIL experience/Certification.
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