IT Service Desk Analyst
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| Job Type | Permanent Full Time |
| Location | East Grinstead |
| Area | West Sussex, UK |
| Sector | IT |
| Salary | £22K - £24K DOE plus excellent company benefits |
| Start Date | |
| Advertiser | Nicola Francis |
| Telephone | 01342 325 316 |
| Job Ref | NF-9748 |
- Description
- Lloyd Recruitment Services are looking for an experienced IT Service Desk Analyst to join a leading employer based in the East Grinstead area.
The role:
The main purpose of the Service Desk Analyst is to provide 1st line IT assistance to all head office and site based staff in a professional and customer focused manner in line with customer needs, defined processes and meeting service level agreements. Also ensure that all user requests are accurately recorded and resolved within pre-defined service levels as well as; troubleshooting and resolving hardware, software and networking issues over the phone and desk side.
Duties and responsibilities:
Record and prioritise all service requests into the Assyst service management tool ensuring all relevant information is recorded accurately and in line with the incident management process
Provide 1st / 2nd line user support for all hardware and software issues including incident resolution, installation/implementation and guidance/training
Monitor, manage and progress all service requests in an efficient and professional manner, restoring normal working conditions as quickly as possible
Escalate incidents to appropriate teams/individuals in line with the incident management process, ensuring users are regularly informed of the progress of their requests
Log incidents with 3rd party suppliers and monitor their progress against SLA and if required escalate incidents using the pre-defined escalation process
Work individually and as a team to ensure that all individual and team KPI’s are met
Ensure that all user requests are resolved within agreed service levels
Skills and experience required:
Experience of working in a similar IT support – desk support type role
Good communication and excellent customer facing skills
Flexible, enthusiastic and self-motivated
Good team player but also able to work on own initiative
Excellent timekeeping
Problem solving skills
Able to work under pressure and a quick learner
Salary of £22K - £24K plus excellent company benefits
Unfortunately, due to the high volume of applications, Lloyd Recruitment Services are only able to contact shortlisted candidates
