Service Desk Analyst
- Recruiter
- Confidential
- Location
- Oxford
- Salary
- 22000.00 - 30000.00 GBP Annual
- Posted
- 03 Aug 2022
- Closes
- 31 Aug 2022
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
We are looking to a add a Service Desk Analyst (First Line Support Analyst) (12 month
contract) to our Service Desk Team in Milton Park, Oxford. You will support the business units within T&F with some additional support for the wider division as needed, and report to the Helpdesk Manager. As an important member of the team, you'll help us support our wider business colleagues in the most friendly, efficient and accommodating manner possible with various IT requests and issues, from Office to Adobe, Laptop to Macbook, every day will be different.
What you ll be doing:
Collaborating with relevant technical teams as required ensuring calls from customers are raised as appropriate in accordance with service level agreements.
Receiving and recording all inquires from customers and dealing directly with
requests/complaints and advancing problems following established procedures
Dealing, comfortably, with colleagues from the bottom to the top of the organisation
Ensuring users are advised on status and progress of incidents logged with the service desk and ensuring that routine tasks needed to meet user requirements are undertaken accurately and on time
Assisting in the provision of an effective support desk service across the organisation
Diagnosing and tackling hardware/software Incidents, from Office to Adobe, Laptop
to Macbook and beyond
Prioritising, updating, dispatching, and closing incidents using our ticketing system
ServiceNow
Using break/Fix instructions to resolve customer issues quickly
Providing workaround solutions provided by 2nd/ 3rd line teams
Application account provisioning for both internal systems via Active Directory and
external systems such as Adobe and Microsoft
Hardware procurement
Providing onsite tech support/deskside support, as needed
Providing onsite meeting room support
Prioritizing and managing several open cases
Ensuring new joiners' workstations and user accounts are setup prior to start date
Performing office desk moves
What we re looking for:
You will have a 'can do' attitude and a strong 'customer-first' attitude. You're not a
person that says, 'that's not my job'.
A teammate who works well with others and is able to look after their own workload
daily, prioritising things as needed
Strong verbal and written communication skills and able to deal with people of all
technical abilities and explain things in a manner than is right for them, from the tech
savvy developer to the entry level administration
Experience of the Information Technology Infrastructure Library (ITIL) would be an
advantage.
Due to the nature of this role and the requirement to be able to attend on-site high-
priority or emergency incidents where needed, you must be within a close commuting
distance from our Abingdon, Oxford office (OX14)
Shift times currently are 7:30-15:30, 8:00-16:00 and 9:00-17:00
contract) to our Service Desk Team in Milton Park, Oxford. You will support the business units within T&F with some additional support for the wider division as needed, and report to the Helpdesk Manager. As an important member of the team, you'll help us support our wider business colleagues in the most friendly, efficient and accommodating manner possible with various IT requests and issues, from Office to Adobe, Laptop to Macbook, every day will be different.
What you ll be doing:
Collaborating with relevant technical teams as required ensuring calls from customers are raised as appropriate in accordance with service level agreements.
Receiving and recording all inquires from customers and dealing directly with
requests/complaints and advancing problems following established procedures
Dealing, comfortably, with colleagues from the bottom to the top of the organisation
Ensuring users are advised on status and progress of incidents logged with the service desk and ensuring that routine tasks needed to meet user requirements are undertaken accurately and on time
Assisting in the provision of an effective support desk service across the organisation
Diagnosing and tackling hardware/software Incidents, from Office to Adobe, Laptop
to Macbook and beyond
Prioritising, updating, dispatching, and closing incidents using our ticketing system
ServiceNow
Using break/Fix instructions to resolve customer issues quickly
Providing workaround solutions provided by 2nd/ 3rd line teams
Application account provisioning for both internal systems via Active Directory and
external systems such as Adobe and Microsoft
Hardware procurement
Providing onsite tech support/deskside support, as needed
Providing onsite meeting room support
Prioritizing and managing several open cases
Ensuring new joiners' workstations and user accounts are setup prior to start date
Performing office desk moves
What we re looking for:
You will have a 'can do' attitude and a strong 'customer-first' attitude. You're not a
person that says, 'that's not my job'.
A teammate who works well with others and is able to look after their own workload
daily, prioritising things as needed
Strong verbal and written communication skills and able to deal with people of all
technical abilities and explain things in a manner than is right for them, from the tech
savvy developer to the entry level administration
Experience of the Information Technology Infrastructure Library (ITIL) would be an
advantage.
Due to the nature of this role and the requirement to be able to attend on-site high-
priority or emergency incidents where needed, you must be within a close commuting
distance from our Abingdon, Oxford office (OX14)
Shift times currently are 7:30-15:30, 8:00-16:00 and 9:00-17:00