IT Service Desk Analyst

Key Responsibilities

This role will be based in the firm's Leeds office and day\-to\-day responsibilities will include, but are not limited to:

· Provide support of incoming tickets to the Global Service Desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end\-user issues.

· Build rapport and elicit problem details from end users.

· Ensure tickets are logged in ServiceNow, customers kept updated and issues resolved within agreed service levels

· Prioritize incidents and service requests according to defined processes such as VIP users and tickets marked urgent, to meet defined SLAs.

· Escalate incidents with accurate documentation to suitable teams, when required in line with KBs.

· Record, track, and document the service desk incident\-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.

· Use remote tools and diagnostic utilities such as Systrack and Citrix to aid in troubleshooting.

· Research solutions through internal and external knowledgebase as needed.

· Identify and learn appropriate software and hardware used and supported by the organization.

· Test fixes to ensure an incident has been adequately resolved and the user confirms satisfaction.

· Ensure all IT activity is in line with Information Security policies and procedures

· Develop KBs and FAQ lists for end users.

· Contribute to Service Desk knowledgebase as needed

· Reinforce SLAs to manage end\-user expectations.

· Provide suggestions for continual improvement for End Users.

· Contribute to building and maintaining an effective Global Service Desk Team by developing relationships and making suggestions to drive service improvement

Knowledge and Experience

· Must have at least two years' experience working on a Service Desk, ideally in a professional services or a busy MSP environment.

· A relevant IT Degree is beneficial, but not essential.

· Experience with an ITSM ticketing system (ideally ServiceNow or similar)

· iManage or similar document management systems

· PC/Infrastructure Hardware \& Software

· Experience troubleshooting and supporting business applications and O/S

· Experience supporting MS Office 365, Citrix and Windows 10/11\.

· Experience supporting mobile devices, ideally Apple, Citrix and VPN environments

· Good understanding with the fundamental principles of ITIL

· Additional certification a bonus but not essential (e.g. CompTIA, CCNA etc.)

Personal Attributes

· Exceptional interpersonal skills, with a focus on rapport building, listening and questioning skills

· Exceptional written and oral communication skills

· Experience working in a team orientated, collaborative environment

· Ability to work on own initiative and under pressure

· Excellent problem management and troubleshooting skills

· Flexibility and adaptability key to this role

· Can do attitude and positive approach to work

· Capable of multitasking and an experienced problem solver, able to think laterally about issues.

Training Requirements

· Training will be on going based on individual and firm’s needs and changes to any relevant technology.

Pay: Up to £30,000\.00 per year

Benefits:

• Company pension


• Cycle to work scheme


• Health \& wellbeing programme


• Life insurance


• Private dental insurance


• Private medical insurance


• Sick pay

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