Service Desk Analyst

What you'll be responsible for:

• Provide 1st & 2nd Line IT Support: Deliver timely and effective technical assistance, minimising downtime and enhancing productivity.
• Log, Prioritise, and Resolve Tickets within SLA: Accurately log, prioritise, and resolve support requests to meet service level agreements.
• Handle Queries Professionally: Respond to user queries with professionalism and clear communication, ensuring effective problem-solving.
• Ensure Compliance with Payment Card Industry (PCI)/Cardholder Data Environment (CDE)Processes: Adhere to PCI and CDE processes to maintain security and regulatory compliance.
• Deliver VIP Support: Provide dedicated IT support to VIP users, ensuring their needs are addressed promptly.
• Provide Hardware and Application Support: Offer technical support for hardware and software applications to ensure smooth operation.
• Escalate Tickets When Necessary: Escalate complex issues to the appropriate person/team for resolution.
• Document and Maintain Records: Maintain accurate records of all support requests and process documentation.
• Maintain User Security: Safeguard user data and ensure compliance with security protocols.
• Assist with Infrastructure Tasks: Support infrastructure tasks as needed, contributing to IT management.
• Ensure Asset Accuracy in Configuration Management Database (CMDB): Maintain accurate asset records in the Configuration Management Database (CMDB).
• Attend Site Visits: Provide on-site support and ensure consistent IT services across locations. This may include travel aboard.
• Perform Ad Hoc Tasks: Support flexible IT services as requested, demonstrating adaptability.
• Provide User Training: Offer basic IT training to end-users, improving productivity and reducing recurring issues.
• Monitor IT Systems: Proactively monitor systems for issues and address potential problems before they impact users.
• Maintain Knowledge Base: Update and maintain internal knowledge base with troubleshooting guides and solutions.
• Perform System Updates: Apply regular software and security updates to prevent vulnerabilities.
• Support Disaster Recovery: Assist in backup and recovery efforts, ensuring quick system restoration in case of failure.

What you'll need:

• Technical Proficiency: Skilled in IT tools, systems, and ticketing platforms (e.g., Fresh Service). Experience with Microsoft desktop operating systems and Office suite. Basic understanding of Microsoft Remote Desktop Services (RDS) and TCP/IP networking (LAN, WAN, Wi-Fi).
• Active Directory Knowledge: Basic knowledge of Active Directory (AD) for managing user accounts and permissions.
• Hardware and Software Expertise: Understanding of PC hardware and software setup and configuration, ensuring efficient troubleshooting and support.
• Communication Skills: Strong telephone manner with the ability to communicate effectively both verbally and in writing, providing clear and helpful guidance to users.
• Customer Service: Ability to handle queries professionally and efficiently, maintaining a high degree of customer service.
• Problem-Solving: Strong troubleshooting skills to resolve issues efficiently and effectively.
• Attention to Detail: Accurately identify and resolve issues while maintaining service quality.
• Team Collaboration: Work effectively with cross-functional teams to resolve complex issues and ensure smooth operations.
• Self-Motivation: Self-motivated to achieve targets and continuously improve service delivery.
• Reliability: Reliable and enthusiastic, consistently demonstrating these qualities in day-to-day activities.
• Focus and Methodology: Focused and methodical in a busy office environment, ensuring tasks are completed efficiently.
• Time Management: Prioritise tasks effectively to meet deadlines and SLA targets.
• Integrity: Trustworthy and honest, delivering high-quality work with passion and demonstrating integrity.

Our Benefits

• Hybrid working – 3 days in the office and 2 days working from home
• 25 days annual leave, rising to 27 days over 2 years’ service and 30 days after 5 years’ service. Plus bank holidays!
• Discretionary annual bonus
• Pension scheme – 5% employee, 6% employer
• Flexible working – we will always consider applications for those who require less than the advertised hours
• Flexi-time
• Healthcare Cash Plan – claim cashback on a variety of everyday healthcare costs
• Electric vehicle – salary sacrifice scheme
• 100’s of exclusive retailer discounts
• Professional wellbeing, health & fitness app - Wrkit
• Enhanced parental leave, including time off for IVF appointments
• Religious bank holidays – if you don’t celebrate Christmas and Easter, you can use these annual leave days on other occasions throughout the year.
• Life Assurance - 4 times your salary
• 25% Car Insurance Discount
• 20% Travel Insurance Discount
• Cycle to Work Scheme
• Employee Referral Scheme
• Community support day