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IT Service Desk Analyst/IT Helpdesk Analyst

DGH Recruitment Ltd.

Posted on Nov 23, 2022 by DGH Recruitment Ltd.

Northwich, Cheshire, United Kingdom
IT
Immediate Start
£25k - £25k Annual
Full-Time

IT Service Desk Analyst/IT Helpdesk Analyst

An exciting new opportunity has become available for an IT Service Desk Analyst/IT Helpdesk Analyst to come on board working for our client permanent basis.

Reporting to the IT Service Desk Manager, you will:
Log service requests both incoming and outgoing onto bespoke application for monitoring and auditing of workload
Point of contact for end-users in respect of service requests or issues with the IT services
Provide first and second line technical support to users adhering to company Service Level Agreements (SLA's)
Diagnose, troubleshoot and resolve issues submitted to the IT Service Desk
Coordinate efforts with local IT Desktop Support and Infrastructure (Northwich, London, Glasgow) in raising/handling service requests and change requests ensuring efficient and timely resolution and delivery
Coordinate efforts with Business Support and IT App Support in raising/handling service requests and change requests ensuring efficient and timely resolution and delivery.
Raise/Escalate tickets with third party providers on issues related to data, voice and data network, packaged applications and bespoke IT applications and services
Support users in their understanding on all systems
Assist with IT and business management in facilitating routine Disaster Recovery/Business Continuity tests
Requirement and willingness to perform ad-hoc duties Dependent on change in business requirements
Answer incoming calls to the IT Service Desk and maintaining the friendly face of IT
Respond to emails received in IT Service Desk mailbox.
Resolve as many service requests as possible whilst maintaining quality of service to end users
Keep reporting line aware of any service requests that will not meet currently set deadlines
Run and complete daily procedures against checklist
Within the IT Services team, each technician may be required to provide cover for other sections and to this end adequate training will be provided to each individual accordingly
Certified to ITIL v3 Foundation Level
Experience of working within a technical help desk/1+ years previous user support experience (preferable but not essential)
Proficient in Microsoft Operating Systems and Office Applications
Knowledge IT Service Desk tools
Basic knowledge of Active Directory and Exchange
Basic understanding of network infrastructure
Basic understanding of remote access services (eg VPN, remote desktop, etc )
ITIL

IT Service Desk Analyst/IT Helpdesk Analyst

In accordance with the Employment Agencies and Employment Businesses Regulations 2003, this position is advertised based upon DGH Recruitment Limited having first sought approval of its client to find candidates for this position.

DGH Recruitment Limited acts as both an Employment Agency and Employment Business

Reference: 1802005681

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