IT Service Desk Analyst

£28,000 | London | Permanent
Posted 3 months ago

Luxury goods retailer organization and a market leader is currently looking for a Service Desk Analyst. Working as part of the Service Delivery Team to provide a high level of support and service delivery to employees, undertaking analysis, diagnosis and resolution of incidents and requests. Accomplishing project objectives by planning project activities, evaluating implementation and progress.

* Incident Management - responding to end user queries (calls, emails, tickets and alerts), investigate these using troubleshooting skills to identify the root cause of issues, identify and implement fixes. Logging them as tickets into the Service Desk ticketing tool in a complete and efficient manner. Communicating and escalating to other team members or 3 rd parties as and when required.
* Provide support and resolution to IT issues and requests at the desk side, via phone, via email, or via other support technologies provided for that purpose. Traveling to remote sites as required.
* Ensure incidents and requests are completed in line with KPI targets and SLA objectives.
* Provide support documentation to colleges and end users to assist with the sharing of knowledge, providing training and upskilling as is required.
* Perform software installations and updates on-site, at remote offices, at retail stores and home offices. Either in person, remotely or utilizing a 3 rd party.
* Perform hardware maintenance (builds, upgrades and repairs) on-site, at remote offices, at retail stores. Either in person, remotely or utilizing a 3 rd party.
* Create and maintain all appropriate service desk documentation - Supplier contact details, IT policies, Standard Operating Procedures (SOP), Diagrams and desk layouts with user details, assets register, etc.
* Manage the support of but not limited to: PC's, Laptops, Servers, Photocopiers, Printers, Backups, Office 365, Active Directory, Phone System etc.
* Provide 1 st and 2 nd line cover for all users and offices.
* Maintain the Asset Management Database and track changes.
* Actively promote IT in a positive light.
* Understand and abide by Company and departmental rules, policies and procedures.
* To carry out other duties as requested by management at time to time.

Previous Experience and Knowledge:

2 years' experience of 1st/ 2nd line support/ delivery.

Ideally some knowledge of ITIL and Service Desk operations.

Demonstrable experience of delivering exceptional Customer Service

Clear communication skills using all media, tailored appropriately for the audience.

Ability to work under pressure and to agreed targets

Proven problem solving skills, with a methodical and logical approach

Understanding of the architecture for web/internet applications and their structure

Strong Knowledge of Microsoft Office applications in an Office365 environment.

Experience working to set procedures and auditing requirements.

Our client is offering a superb range of benefits. A fantastic opportunity to join a great blue chip organisation, exclusive to InterQuest Group, short listing and arranging first stage assessment/ interviews this week- send your CV ASAP to avoid disappointment.

For more information about this role, please contact:

Kam Bhangu
0207 025 3625

See Kam Bhangu's jobs
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