Service Desk Analyst

Manchester, Manchester
04 Oct 2016
01 Nov 2016
Contract Type
Full Time
Position: Service Desk Analyst
Location: Manchester
Job Type: Full Time

The company client is a well established business who are currently seeking to add a highly skilled Service Desk Analyst to their IT department based in Manchester. The successful candidate will report to the IT Manager and will deliver operational support to the IT Department in an efficient and professional manner and in accordance with the agreed procedures and service standards. This role will play an instrumental part in the overall success of the IT Department in achieving its objectives.

The main purpose of the job and duties performed include:

* Working with the IT Manager - Run, support the 'business as usual' (BAU) operation and maintenance of Barbican's IT systems, including but not limited to:
* As a member of the Service Desk, act as first point of contact for end users; logging and resolving Incidents and Service Requests in line with agreed SLAs
* Providing desktop, application, VC and telephony support to a diverse user base across multiple UK offices
* Reassigning tickets for 3rd line support to internal IT teams and external vendors, monitoring progress through to resolution
* Escalating high priority incidents to IT Management, ensuring excellent user communication is maintained and expectations are accurately set
* Managing user accounts via Active Directory and Exchange - starters/leavers, mailbox configuration, permission changes etc.
* Carrying out hardware builds, deployments and maintenance
* Conducting floor walks for the proactive identification and resolution of IT issues and requests
* Work closely with colleagues in the IT department to support the transition of knowledge and capabilities to the Service Desk to increase the number of tickets that can be resolved at first line.
* Contribute to the internal Problem Management process to identify and resolve the root causes of persistent incidents.
* Maintain a rich and concise IT knowledge base to serve as a source of IT information for business users, and to facilitate knowledge sharing and retention within the Service Desk team.
* Actively contribute to/participate in the IT transformation programme to enable IT to support the agreed business goals.

Background and competencies required:

* Enthusiastic, hardworking and driven individual with a focus on providing the best possible service.
* Advanced MS Office
* Network troubleshooting
* Thin Client/Citrix/VDI support
* Printer maintenance
* PC builds - BIOS and registry configuration, software installations
* VOIP and mobile telephony
* ITIL Service Management
* Can demonstrate ability to work in a busy office environment, prioritise and organise workload in order to meet tight deadlines.
* Able to learn and take on new tasks quickly and use own initiative to explore possibilities before raising queries.
* Demonstrates pride in delivering excellent, quality service and endeavours to exceed expectations.
* Attention to detail in producing high quality output and able to maintain this when under pressure.
* Excellent communication skills with confidence to ask questions to ensure job requirements and underwriting matters are understood.
* Commitment to identify opportunities to increase efficiency and quality of operational support evidenced through previous achievements.

Key skills for this role:

* Proactive, showing initiative when completing tasks by pre-empting issues and proposing solutions for them.
* Confidence in building rapport and trust with a range of internal and external stakeholders.
* Academic qualifications, A Levels preferred. GSCE Mathematics C grade upwards required.
* High computer literacy and able to demonstrate intermediate use of Excel and Office.
* Confidence in working unsupervised and as part of a team to achieve personal and team objectives.
* Flexible approach to work with a strong desire to learn and study towards relevant industry qualifications.

If you are interested in hearing more about this opportunity, please don't hesitate to send your CV and APPLY NOW.