Service Desk Analyst

Description:

About the Role:


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
  • Office network support including configuration and wiring
  • Support the IT Team with any ad-hoc activities.
  • Participate in on-call rotation
  • Print service support covering all aspects of printing
  • 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
  • Become escalation point for queries raised by Juniors
  • Carry out server support
  • Carry out 1st line support of cloud managed services in AWS
  • On call support
  • Support of Meta Trader platforms


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
  • Become escalation point for queries raised by Juniors
  • Carry out server support
  • Carry out 1st line support of cloud managed services in AWS
  • On call support
  • Support of Meta Trader platforms

Success Looks Like:

  • Positive feedback from business
  • Positive feedback from team members/colleagues
  • Adherence to process
  • Working within KPI’s
  • Effective task and workload management

Requirements:

We accept PDF, DOC, DOCX files.
2024B6856B
Department:
Location:
London
United Kingdom
Contract:
Full-time
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