Service Desk Analyst

3 weeks ago
Req #
# Positions
Information Services (UK) - General


The IT Service Desk Analyst is a member of the Service Desk team that provides day-to-day technical support to all end users utilising knowledge of information system services to assist all end users and maintain fully functional company operations. Provides support to all end users on a variety of differing incidents or Service Requests, using the incident management and request fulfillment processes, in-line with Service Desk objectives. Documents, communicates, tracks, and monitors the life cycles to ensure a timely response and resolution that meet the company Service Level Agreements (SLAs). Familiar with a variety of IT concepts, practices, and procedures relating to the Technology Department and the software and applications operated within the company. From time to time undertake a variety of projects to ensure continuos IT developments, improvements and support.


The IT Service Desk Analyst must be positive, enthusiastic, flexible, and reliable. Be able to provide deskside and remote technical support. Develop on experience and judgment to plan and accomplish all targeted goals. A degree or creativity and latitude is expected when researching and problem solving.

Essential Job Functions & Responsibilities

The job functions include, but are not limited to, the following:

  • Provide accurate and creative solutions to basic user IT requests of a simple to moderately complex nature to ensure continued user productivity
  • Record all questions, incidents, problems, and requests with accurate and complete information
  • Research, resolve, and respond to all calls, e-mails, callbacks, and requests in a professional, prompt, and timely manner in accordance to established guidelines and procedures
  • Escalate requests to the appropriate individual or next level of tier support based on established guidelines and procedures
  • Provide technical advice, guidance, and informal training to customers
  • Support, maintain, and train end users on all AV equipment
  • Setup Conference Rooms for meeting that require special computer, phone or video conference requirements
  • Maintain printer inventory and environment
  • Support, maintain, and train end users on mobile handheld devices
  • Develop and maintain a thorough working knowledge of in-house applications, computer hardware, operating systems, on-line services and all other current technology used to support end users
  • Install and configure computer hardware, computer software, printers, and other peripherals
  • Ability to assist in Active Directory issues as well as perform data entry
  • Assist in computer or office moves
  • Arrange with vendor for equipment repair and tracking
  • Support multiple locations and remote users via remote tools
  • Cross train with other peers and departments; learn new information, methods, and procedures needed to provide all necessary support to customers
  • Invovlement in small IT projects with intervention from Management learning how to control and provide regular situation report when required
  • Perform other related duties as requested and required

Qualifications & Education

  • Excellent customer service, telephone etiquette, and interpersonal skills
  • 3 years of demonstrated customer service experience is required
  • CompTIA A+ (220-901 & 902) certification or equivalent computer hardware certification and experience is required
  • Strong verbal and written communication skills and the ability to effectively listen
  • Ability to stay organized and work on multiple tasks simultaneously in a fast-paced environment and meet time constraints
  • Ability to maintain a high level of customer trust and confidence in the team’s knowledge and concern for all end users’ needs
  • Demonstrated knowledge of technical specifications of various IT Equipment and software packages including but not limited to: Computers, Mac’s, Laptops, Printers, Mobile Devices, Microsoft Office 2016, Office 365, Skype for Business, One Drive, Microsoft Windows 10, BitLocker, etc, etc.
  • Ability to work as part of a team environment or in a team environment
  • Flexibility to work evening and weekend shift hours as needed for special projects
  • MCSA: Windows and/or MCSE: Desktop Infrastructure certification or equivalent – with experience is preferred but not essential
  • SCCM experience disarable but not essential


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