Service Desk Analyst Opportunities (Level 1 & Level 2) BLUS13211

Service Desk Analyst Opportunities (Level 1 & Level 2) BLUS13211
Sheffield
Level 1 Salary; £16,000 - £21,000
Level 2 Salary; £21,000 - £25,000

Our Client is a leading public service provider, serving thousands of people across three continents - Europe, Australasia and Asia; their core mission is to improve peoples’ lives. They work in partnership with governments, public sector organisations, private sector companies, voluntary and community groups to deliver a range of front line public services, including employment and welfare, training, education and money and legal advice.

They now have exciting opportunities for a Level 1 Service Desk Analyst and a Level 2 Service Desk Analyst to join them where you will become a valued member of the Service Desk Team and deliver quick diagnosis and resolution of all IT calls. Monitoring and taking ownership of all incoming incidents and service requests across the whole lifestyle, you will have responsibility for identifying call types and mentoring Service Desk Analysts, whilst ensuring team achievement is high on first line/first time fix rates.

As a Level 1 Service Desk Analyst, you will be responsible for diagnosis and resolution of calls, ensuring appropriate escalation to second and third line IT teams and making sure the resolution of incidents and Service Requests is within the documented Service Level Agreements. Working to processes, developing skills and maintaining high customer satisfaction is key, as is accessing software updates, drivers, knowledge bases and using resources available to aid in problem resolution. Maintaining an appropriate understanding of software and hardware used whilst communicating with end users in an efficient and professional manner, you will engage in and understand key ITIL processes and represent the Service Desk.

The role of a Level 2 Service Desk Analyst involves managing and documenting incidents and service requests that come through whilst producing technical fixes for the knowledge base, standard operating procedures and post-resolution follow-up reports to improve the Service Desk processes. Ensuring your team operates professionally and logs all issues correctly whilst performing hands-on fixes at a desktop level, you will assist in providing first line support when required, arrange and deliver staff training where needed and identify service changes and improvements which impact on Service Desk Support.

As a member of the Service Desk Team you will have previous experience of delivering technical support of desktop operating systems, which includes Windows XP/7, MS Office, IE, MS Exchange and Lotus Notes 6. With sound knowledge of IT software, and a working understanding of a range of diagnostic utilities, you will have the ability to work as a team to deliver excellent performances along with the capacity to absorb and retain information quickly and present ideas in a user-friendly language. With good communication skills and a keen attention to detail, you will have a strong understanding of the organisation’s goals and objectives as well as a methodical approach to problem solving and troubleshooting.

The ideal candidate will possess ITIL Foundation/Service Desk Institute qualification and have previous experience of working in a multi-tiered Service Desk environment, with a first line fix rate in excess of 70%.

This is a Blue Octopus Recruitment Ltd vacancy who are operating as an employment agency. Once you have clicked to apply for this vacancy, we will then send you more information on the role including a copy of the application form via email.