Service Desk Analyst


The Service Desk Analyst role is placed within the Technology, Service Desk team with the primary objectives to provide 1st line technical support for all departmental IT applications, business services and end-user computing, and to drive improvements to the user facing services we offer. As the Service Desk team is the first point of contact for all Technology related queries, it is imperative that the support provided by the role holder, and general customer service are excellent. In addition, good all-round technical knowledge will be key to succeed in this role.

Main Duties & Responsibilities

  • Work within defined processes and procedures, promptly escalate exceptions
  • Triage incidents and requests in line with agreed processes and response times
  • Monitor internal communication channels (e.g., Slack) and respond timely to user requests
  • Prioritise, progress and update assigned tickets and tasks
  • Raise purchase requests for assets in accordance with purchasing process
  • Maintain Asset database entries by adding, checking out and checking in assets
  • Support Service Desk Manager in stock management of hardware and software licenses
  • End user access in accordance with JML and password reset guidelines
  • Desktop support of the Microsoft suite, Finance and other applications
  • Operating system support including Windows desktop, Windows Server and Linux
  • Hardware installation and support across many technologies
  • Support the IT Team with any ad-hoc activities.
  • Desktop telephone system support
  • Support of mobile devices including tablets and smartphones
  • General IT related requests

Once more advanced into the role: 

  • Take ownership of more advanced projects
  • Raise purchase requests for budgeted items
  • Provide written communications on requests and issues affecting multiple users
  • Provide Admin level of support for Office 365 queries


Essential Skills / Experience:

  • Good and positive attitude
  • Customer focused
  • Good verbal and written skills
  • Task management and prioritisation
  • Passionate about technology
  • Knowledge of computer hardware
  • Knowledge of Operating systems and related software packages
  • Working experience of Office 365
  • Understanding of print servers and printers
  • Knowledge of telephony (Mobile and VOIP)

Desirable Skills / Experience:

  • Working knowledge of Kanban or agile methodologies.
  • Degree level education and Professional certifications such as RHCE, MCSE, CCNA.
  • Experience of supporting Microsoft Windows server and desktops.
  • Experience with databases on Linux such as MySQL or Postgres.
  • Understanding of TCP/IP networking
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