Description
Service Desk Analyst
Location: Suffolk/Remote
Department: IT
Job Description
Service Desk Analyst
What does our IT Service Desk do?
You will be part of the front line IT Service Desk team providing support to users across the UK. You will work in a proactive and co-operative manner to ensure that the responsiveness, effectiveness and quality of the IT Service Desk is as good as it can be and predominantly will provide support to our colleagues
- the full range of 1st and 2nd line support services,
- provide deskside support,
- carry out regular floor walking from 8am until 6pm
- answer general questions from customers
- provide some short-burst training on MS 365 products (Office, Teams, OneNote, elementary SharePoint) on an ad-hoc basis.
The two engineers will report to the Senior who in turn will report to the Technology Group customer services team manager.
We are looking for you to have the following attributes:
A passion for customer service.
Confident and effective communication skills, both verbal and written.
Comfort working in a highly dynamic, fast-paced and constantly evolving environment.
Strong team ethic.
A hunger for continuous improvement.
A natural talent for seeing the bigger picture and beyond what is in front of them.
Within this role we would expect you to:
Act as a routine contact point, receiving and handling requests for support from internal business users.
Respond to a broad range of support activities by providing information to fulfil requests or enable incident resolution.
Provide first line fault investigation and diagnosis, and promptly allocate unresolved issues as appropriate.
Assist with the development of standards, and apply these to track, monitor, report, resolve or escalate issues.
Assist users in defining their access rights and privileges.
Perform security administration tasks and resolve security administration issues.
Investigate minor security breaches in accordance with established procedures.
Contribute to the creation of support documentation.