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Service Desk Analyst

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Service Desk Analyst

Posted 10 days ago

About you:
The Service Desk is the front face of the organisation to the clients and users calling for technical IT support. They provide a critical point of communication and contact for the whole IT organisation between themselves and their clients.
The role of the Service Desk Analyst is to primarily assist the customer to find the solution to any problem or question they need help and guidance with. We can turn a customer’s bad day into a good day by providing a first class service that really makes a difference! 
If you’re an experienced Service Desk Analyst who can provide first class technical support and advice, then this is an excellent opportunity to progress your career.


Day-to-day, you will:

Incident Management:
• Receive and log all calls and emails from all customers and record all pertinent information
• Provide initial assessment of categorisation and prioritisation for all incidents
• Ensure incidents are assigned and escalated where necessary to the relevant teams.
• Provide regular communication to customers concerning the status of incidents
• Maintain ownership of incidents ensuring status updates and resolution according to KPI's
• Proactively manage all individual and team assigned incidents and new requests
• Maintaining telephones and troubleshooting basic telephony issues
• Working with supplier support contacts to resolve complex technical issues
• Troubleshooting operating System, Hardware & Application issues on any desktop device
• Resolving technical issues, updating Status/Workaround/Resolution within our Service Desk system


Request Fulfilment:

• Creating and maintaining user accounts throughout various IT systems including AD user accounts
• Managing shared drives, user access and permissions
• Communicating with customers about the status of incidents and requests and updating our ITSM Support Tool in a timely manner with accurate information


IT Service Management:

Knowledge and experience of IT Service Management processes and procedures: -
• Incident Management
• Service Request Management
• Problem Management
• Change Management and understanding change management processes
• Asset Management - maintaining asset management databases accurately and meticulously
• Service Catalogue / Service Level Management


As a well-rounded Service Desk Analyst, your Skills and Experiences likely include:

• One year of PC technology experience, including Windows OS and MS Office (W7 or newer)
• One or more years of demonstrated experience supporting, maintaining and configuring distributed environment of Desktop Devices
• Experience of working to an ITIL Framework
• Experience of Mobile Devices and Technologies
• Experience of Windows Server Environments
• Understanding of Citrix Environments
• Prioritisation of workload / Time Management
• Excellent Customer Facing and Collaborative Skills


What does Access offer you?

We are a growing software company and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.
In addition to our standard benefits of 25 days holiday, a match contributory pension and healthcare you will get:  
• A Competitive Salary
• Giving Back/Charity days
• Quarterly Socials
• 6 weeks Sabbaticals (after 6 years of service)
• The Access Group Big Break: our all-expenses paid holiday to Spain