IT Service Desk Analyst

Posted on Jun 11, 2019 by CV-Library

West Yorkshire, United Kingdom
Wholesale Trade
Immediate Start
£22k - £22k Annual
Purpose of Role

To act as an IT Service Desk Analyst in the best interests of the Company. Delivering first line technical support to a user base of approximately 4,500 staff. Providing analysis, diagnosis, escalation and resolution of customers’ IT issues. Carrying out customer requests for new IT hardware, software and access.

IT Service Desk Analyst

Main Duties

·Act as a single point of contact for phone calls, emails and self-service tickets from internal staff regarding IT issues, queries and requests.

·1st line support, troubleshooting of IT-related problems from in-house software to hardware, such as mobiles,

·Laptops, PCs, thin-clients and Printers.

·Work to the achievement of established Key Performance Indicator targets (such as Average Speed of Answer and First Contact Resolution).

·Escalate unresolved calls to the relevant support teams.

·Log all calls in the Service Desk Call ITSM tool (Remedy 8.1).

·Take ownership of user issues and follow up the status on behalf of the user and communicate progress in a timely manner.

·Maintain a high degree of customer service for all support queries and adhere to all service management principles.

·Publishing support documentation to assist staff with requests for information.

·Arrangement of external technical support where problems cannot be resolved in-house

Key Relationships:

·Customers, IT Management, Service Desk, Engineering

IT Service Desk Analyst



·IT Service Desk and/or Call Centre experience required – specifically supporting users remotely.

·Excellent communication skills and telephone manner

·Excellent organisational and troubleshooting skills

·Active Directory: creating user accounts, resetting passwords, creating groups etc.

·Microsoft Exchange 2010 administration: creating shared mailboxes, distribution lists and amending permissions.

·Strong knowledge of Microsoft-based operating systems with emphasis on Windows 7 and Office 2010

·Experience with using and troubleshooting Outlook 2010 within a network environment (including but not limited to permissions, calendar sharing & delegation)

·Telephony support, Cisco Unified CM Administration

·Mobile support via Mobile Iron.

·Troubleshoot network issues

·Citrix knowledge, Xen App, Receiver

Reference: 210201854

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