Description
Service Desk Analyst£150 - £250 per day/Inside IR35
3 months
North Yorkshire
The IT Service Desk team offers 1st line support for all offices and project sites, and the IT Service Desk Analyst will work as part of the IT Service Desk team for all activities relating to supporting users via the Service Desk. The job holder will liaise, and work, with the Senior IT Service Desk Analysts and IT Service Desk Team Leader to deliver support to the business and build strong working relationships with all business users.
As the Service Desk Analyst, you will focus on providing customer advice and multi-skilled IT support across the organisation. You will offer support via the phone line, Self Service portal, live chat, and the organisation's face-to-face service. You will deal with incidents as they arise, fixing and escalating issues to ensure smooth running of all IT services.
Skills & Experiences
- Experience supporting Exchange 2013 through Office 365
- Experience supporting Microsoft Active Directory and Azure Active Directory
- Experience supporting the Microsoft Office Suite of applications
- Experience in a customer service IT environment
- Working knowledge of Microsoft Operating System (preferably Windows 10)
- Experience in working with an ITSM tool (preferably ServiceNow)
- Experience in remote diagnostics and resolution.
- Experience in creating knowledge documents improving first time fix rates.
- Planning and organising
- Act with integrity and honesty at all times.
- Maintain confidentiality in all related work, including HR/personnel issues, contractor day rates, project costs, and budgets.
- Flexibility when working to deadlines, with regards to working out of normal office hours and time off in lieu.
- Listening; able to question and clarify explanation of issues/requests from the business users to ensure that their issues/problems are understood.
- Self-starter who defines and leads not follows or stops at blockers
- Willingness to learn new skills