IT Service Desk Analyst

JOB DESCRIPTION
Job Title: Service Desk Analyst
Reporting to: Service Desk Manager
Location: Ashford

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  To work as part of the UNA IT Service Desk team to provide a high level of support and service to the English language user community of Europe and Africa-Middle East, which will often include visitors from international sites, in response to incidents, requests and project work arising on supported computer applications and platforms.

Decision Making Authority

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  Troubleshoot and provide first level support on Service Desk calls spanning a wide range of applications, systems and hardware.
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  Create detailed service desk calls in AskMe (ServiceNow) tool, monitor, chase resolver groups and keep user informed of progress through the lifecycle of the call, from inception through to resolution.
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  Build/rebuild workstations to company specifications.
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  Asset Management, including the deployment and collection of redundant IT equipment and the accurate updating of inventories.
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  Provide basic user training for new starters and for new equipment.
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  Assist users with IT equipment location moves around the site.
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  Project work: Application and new equipment rollouts, audits.
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  Day-to-day Service Desk activities including: dealing with contractors, managing the Service Desk email inbox, phone calls, chats, walk-ins and AskMe unassigned queue.
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  Keep abreast of IT activities, changes and outages.
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  Attend team and company meetings and provided training to develop relevant knowledge and skills and to adhere to Environment, Health and Safety policy.
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  Take part in/support company events when required.
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  Adhere to company policies.
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  Support the production environment for which wearing Personal Protective Clothing is essential.

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  Good soft skills/communication, both verbal and keyboard, including the ability to converse with people at varying levels, from factory workers to senior executives, and should possess a customer service orientated background.
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  Proficient problem analysing and solving skills.
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  Previous experience of working with a Service Desk tool, preferably AskMe (ServiceNow)
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  A fundamental working knowledge of IT principles hardware, software and other devices, e.g. Smartphones: iOS and Android.
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  A good understanding of Windows 11 and 10.
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  Experience of Microsoft Office 365 and 2016.
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  Experience of Google Suite including Gmail and Drive.
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  A knowledge of InTune, Azure, Webex, Landesk would be beneficial.
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  The ability to work as part of a team or alone including individual project work when required.
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  The ability to work under pressure to meet deadlines.
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  Smart, professional appearance as customer facing.