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IT Service Desk Analyst

CV-Library

Posted on Oct 20, 2021 by CV-Library

Hampshire, United Kingdom
IT
Immediate Start
£20k - £25k Annual
Full-Time
IT Service Desk Analyst (1st Line) – based in Portsmouth (hybrid office / remote working)

Paying up to £25,000 plus benefits

Overview:

As an IT Service Desk Analyst for this global leading brand, you will be responsible for providing a single point of contact for all users of IT services to report incidents and raise service requests. The team carry out triage on all tickets raised via the ITSM Toolset, categorise, fix issues that are within the remit of the Service Desk to fix, and where applicable assign to the relevant teams for internal end users. The team are accountable for status updates to end users.

It’s a fantastic business to join, which allows development and progression into other IT teams, including 2nd Line, Systems Administration, Infrastructure, Cloud & DevOps, plus more.

Key Job Accountabilities:

* Act as the single routine contact point, receiving and handling requests for support to the business.

* Responds to a broad range of service requests for support by providing information to fulfil or enable resolution.

* Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.

* Provide cover for the IT Zone between the hours of 8am-6pm.

* Liaise with 3rd party suppliers in line with all agreed support contracts.

* Contributes to the creation of support documentation.

* Following agreed procedures, identifies, registers and categorises incidents. Gathers information to enable incident resolution and promptly allocates incidents as appropriate.

* Maintains records and advises relevant persons of action taken.

* Monitors service delivery performance metrics and liaises with managers and customers to ensure that Service Level Agreements are not breached without stakeholders being given the opportunity of planning for a deterioration in service.

* Assists in the investigation and resolution of issues relating to applications.

* Assists with specified maintenance procedures.

* Receives and responds to routine requests for security support. Assists in investigation and resolution of issues relating to access controls and security systems.

* Ensures that the appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures that such problems are fully documented within the ITSM Toolset. Coordinates the implementation of agreed remedies and preventative measures.

* Assist in identifying and implementing Service Improvements, supporting users at offices in various geographical locations. Travel may occasionally be required.

Experience:

* ITIL Foundation or Knowledge and understanding of ITIL framework.

* Windows 7 and 10 administration experience.

* Active Directory Management

* Office 365

* Remote access tools

* Powershell – desirable

* SCCM – desirable

If you are an experienced IT Service Desk / 1st Line Analyst with the above listed skills and experience then please apply now

Reference: 214954329

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