Information Technology Service Desk

IT Service Desk Analyst-£23,000-£30,000

Key Responsibilities

• Troubleshoot and Resolve Issues:
• Use the IT helpdesk workflow to resolve issues and complete requests within SLA.

• Call Handling:
• Deliver high-quality call handling, both in and out of hours.

• Customer Communication:
• Maintain a log of software/hardware problems and allocate complex issues to relevant IT team members.

• Service Issue Allocation:
• Arrange external technical support if needed.

Requirements

• Time Management:
• Prioritize requests based on urgency.
• Experience:
• Previous helpdesk experience.
• Customer Service Focused:
• Team-oriented attitude to help co-workers and customers with technical problems.
• Motivation:
• Willingness to learn new skills and technologies.
• Technical Skills:
• Experience with Citrix XenApp, Windows Server 2016, Office 365, Azure, Active Directory, VMWare 6.7, Teams Telephony, and Network Security protocols.

Additional Responsibilities

Communications:

• Excellent telephone manner and face-to-face communication skills.
• Proactively communicate information to team members and management.
• Provide end-user training as required.

Analytical Skills & Creativity:

• Structured problem-solving approach.
• Analyze technical and business information to develop plans and make sound recommendations.

Management of Activities:

• Work as part of a small IT support team.
• Balance work priorities under pressure and ensure compliance with business management systems.
• Participate in occasional out-of-hours planned maintenance.

Management of Finance & Resources:

• Advise on sourcing or re-use of hardware to ensure value for money.

Autonomy & Accountability:

• Operate under the supervision of the Systems Manager with some decision-making autonomy.
• Contribute to section activities and be accountable for performance in finance, technical, and service delivery.

Working Environment:

• Office-based, 38 hours per week (Monday to Friday).