Service Desk Analyst

£15 | London | Contract
Posted 2 months ago

Service Desk Analyst - £15 per hour - Initial 2 month contract


* Record and manage IT Incidents, Events and Service Requests through to resolution
* Provide 1 st and some 2 nd line technical support for software, hardware, data and voice systems
* Assist with the management and provision of equipment for end users (laptops, tablets, mobile phones, accessories) including imaging of laptops
* Co-ordinate all IT communication to end users
* Provide management information and recommendations for service improvement
* Identify reoccurring faults or errors in the IT infrastructure and raise Problem Management records to minimise adverse impact. Thereafter monitor Incidents to ensure resolution or workarounds are in place and are communicated to colleagues and to the rest of the organisation if appropriate.
* Select appropriate standard procedures and tools, and carry out defined tasks associated with the planning, installation, upgrade, operation, control and maintenance of the operational infrastructure
* Create and maintain how-to guides and knowledge base articles where required
* Participate in the evaluation of new services and systems ensuring that new IT infrastructure adheres to operability and acceptance standards
* Communicate courteously and effectively with non-IT and IT specialists to ensure customer service standards are successfully met.
* Coordinate activities of third party engineers to resolve incidents recording accurately communications information in the incident record

Skills and experience


* PCs, laptops, printers and MFDs
* VoIP and general telephony
* Android devices (tablets and mobile phones)
* TCP/IP, DNS, DHCP, Active Directory, LAN, WAN, Wireless 802.11abgn
* Administration and basic troubleshooting of Microsoft Windows 7 and Windows 10 including imaging
* Microsoft Office 2010 and 2016
* Google G-suite Cloud Services
* Remote support provision for other offices and home workers
* Recognised technical certification or demonstrable technical skills
* Experience working in an ITIL environment (incident, problem, change and configuration management)
* Proactive and customer service focused to achieve a first class service to the organisation
* Effective communicator, able to obtain, assess and deliver information in a clear and concise manner, both oral and written
* Demonstrable analytical and problem solving skills
* Experience in delivering to SLAs and other performance indicators
* Ability to use own initiative and to work collaboratively with people across various departments and locations
* Well organised and with a can-do attitude


* Two years' experience in a Service Desk or similar customer service role
* ITIL Foundation certificate
* iOS devices
* Ethernet switches, routers and firewalls
* Backup principles and best practice policies

For more information about this role, please contact:

Paul Bentley

See Paul Bentley's jobs
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