IT Service Desk Analyst

Working on behalf of a Local Authority, Aatom Recruitment has a new opportunity for an IT Service Desk Analyst on a 3 months contract with the possibility of further extension.

Key Responsibilities:

• You will ensure that support tickets and calls are professionally and consistently handled, in line with service standards and procedure and ensuring agreed service levels are met or exceeded.
• You will use your excellent questioning skills to collect information, trouble shoot and guide the end user through suitable diagnostic procedures to determine the source of the problem.
• You will aim for first contact resolution wherever possible, referring more complex issues to the senior engineers or other technical support staff.
• You will be expected to capture detailed information into the IT Service Management tool for each call, to ensure any escalations can be tracked and dealt with quickly and effectively.
• You will manage personal workload, ensuring that all tickets are updated regularly, providing regular updates to end users, and ensuring ongoing communication is maintained throughout the life of the call, setting expectations appropriately at each communication.
• Working in the IT Hub, you will help with and perform system builds/re-builds, software installations and patch management on PCs, laptops and peripherals as required.
• You will take personal responsibility for ensuring that the configuration management / asset system, documenting details of all hardware/software items that have been installed, removed, or changed so that configuration management / asset records are fully updated and accurate

Requirements:

• You’ll have practical experience of first call resolution, working in an IT 1st line support team in a busy, often pressurised, and complex environment supporting a diverse range of users including executive and VIP level.
• You will have strong knowledge and support experience in use of IT Service Management (ITSM) tools and be proficient in their use to manage incident and request fulfilment requests.
• Experience in JIRA Service Management would be advantageous.
• You’ll understand why users need to contact the service desk, ensuring that user contact demand data is accurately recorded, recognising the importance this has in providing actionable data insight.
• Familiar with any of the following, would be advantageous but not essential o Microsoft Office 365, Teams, SharePoint o Citrix environments o Active Directory o Windows o/s 10 o Use of deployment automation tools e.g. SCCM, Intune

If you are interested, please apply or contact us for more information!