Service Desk analyst

Salary
Up to £0.00 per annum
Location
London
Type
Contract
Workplace
Hybrid
Published
Jan 9, 2025
Ref
BBBH157290_1736443062
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1st/2nd line Support - Service Desk Analyst

Reports to: Service Desk Manager
Working Arrangements: 35 Hours / Monday - Friday / London
Working Hours: 7-hour daily shifts between 0730 - 1830


Overall Objective of Role

As part of an 8-person team, the Service Desk Analyst is responsible for logging and managing incidents and requests while providing first and second-line support via telephone, remote access, or in-person assistance.


Main Responsibilities

  • Record, categorize, and process all incidents accurately.
  • Perform routine system administration tasks (e.g., daily backup and server checks).
  • Handle Joiner, Mover, and Leaver processes.
  • Conduct first and second-line investigation and diagnosis.
  • Resolve technical issues within the team's scope.
  • Escalate unresolved incidents, ensuring user satisfaction.
  • Maintain communication with users, updating them on incident progress.
  • Adhere to Service Level Agreements (SLAs).

Projects and Additional Tasks

This role may require flexibility to address tasks and responsibilities that are unpredictable or outside the usual scope of duties. Any recurring additional tasks will be formally added to the job description through consultation.


Person Specification

Essential Technical Skills

  • Proficiency in MS Windows (Windows 10+, Windows Server 2016+).
  • Expertise in MS Office and Outlook (2016, O365).
  • Knowledge of PC, server hardware, and mobile devices (Android/iOS).
  • Ability to diagnose Citrix connectivity issues.
  • Experience with AD (User, Group, and Computer Administration).
  • Familiarity with Azure/Entra User and Group Administration.
  • Management of Microsoft Authenticator and corporate 2FA standards.

Desirable Technical Skills

  • Basic knowledge of server virtualization (e.g., VMware).
  • Awareness of SCCM management.
  • Experience with encryption tools like Trellix.

Specialist Knowledge

  • Understanding of ITIL, particularly "Service Operation."

Personal Qualities

  • Ability to prioritize and delegate tasks effectively.
  • Willingness to learn new skills and systems.
  • Strong communication skills to explain technical concepts in simple terms.
  • Capable of working independently and collaboratively.
  • Skilled at meeting tight deadlines and working within expected timescales.
  • Organized and detail-oriented.

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