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IT Service Desk Analyst
Please note this role is for an initial 3 month contract
The role:
We are seeking an experienced 1st line service desk support analyst to join our newly created internal IT Service Desk team providing 1st Line IT support to our end-users across the K3 Capital Group of companies.
The ideal candidate will proactively log and resolve issues and complete requests, ensuring a seamless experience for end users. With a focus on delivering exceptional customer service, you will uphold our company Service Level Agreements and contribute to the success of our IT Service Desk Team.
In order to succeed in this position, you will have excellent spoken English with the ability to provide technical support to end users who do not want to hear jargon! You will need to be approachable with a can-do attitude, happy to answer questions and support other members of the team, sharing knowledge and expertise to enable them
The ITSDA will play a crucial role in providing technical assistance and support to end-users, ensuring smooth and efficient operation of their computer systems and applications. The ITSDA will be responsible for diagnosing and resolving hardware and software issues, servicing IT requests and ensuring IT processes and polices are adhered to and escalating more complex problems when necessary whilst delivering exceptional customer service to our internal users.
The ITSDA will provide excellent customer service, solving technical challenges, and contributing to a collaborative IT team.
Key Responsibilities:
Technical Support - Provide first-line technical support to end-users via phone, email, or in-person. Diagnose and troubleshoot hardware, software, and network-related issues. Guide users through step-by-step solutions in a clear and concise manner.
Incident Management - Log and track incidents in the service desk ticketing system. Prioritize and escalate incidents based on urgency and impact. Ensure timely resolution of issues and adherence to service level agreements (SLAs).
Requests & Starter / Leaver Management – Log and track requests in the service desk ticketing system. Ensure timely completion of requests and ensure that new starters requests are fulfilled in a timely manner including following our documented laptop build process using Intune and Autopilot.
Customer Service - Deliver excellent customer service by actively listening to users and empathizing with their concerns. Keep end-users informed of incident progress, notifying them of impending changes or agreed outages. Provide user training and support for various applications and technologies.
Documentation - Create and maintain accurate and detailed documentation of common issues and their resolutions. Contribute to the knowledge base and ensure it is kept updated to facilitate efficient problem resolution.
Collaboration: - Collaborate with other IT teams and Service Providers to resolve complex technical issues. Escalate issues to appropriate teams or specialists when necessary.
Problem Management- Monitor and report on recurring issues to help identify root causes and prevent future incidents. Contribute to the development of proactive solutions to common problems.
Reporting & Management:
The ITSDA will report into the IT Service Desk Manager
The expectation for this 3 month contract is 5 days a week on site at our Bolton office.
Qualifications & Experience:
Education -Bachelor’s degree in Information Technology, Computer Science, or related field preferred, or equivalent work experience. ITIL foundation qualification would be a bonus
Experience - Previous experience in a service desk or technical support role is essential. 2 year's experience or more is desirable
Technical. Training & Skill levels:
- Strong interpersonal and communication skills.
- Patience and the ability to remain calm under pressure.
- Analytical and problem-solving mindset.
- Willingness to learn and adapt to new technologies.
- Proficient in troubleshooting Windows operating system. Familiarity with M365, Active Directory, and basic networking concepts. Knowledge of remote desktop tools and IT Service Management tools.
