Home
Worthing
Ict help desk manager
IT Service Desk Analyst

IT Service Desk Analyst

Solutions Through Knowledge

Posted 2 days ago, valid for 17 days

Worthing, West Sussex BN13 3EF, England

£24,000 - £28,800 per annum

Full Time

In order to submit this application, a Reed account will be created for you. As such, in addition to applying for this job, you will be signed up to all Reed’s services as part of the process. By submitting this application, you agree to Reed’s Terms and Conditions and acknowledge that your personal data will be transferred to Reed and processed by them in accordance with their Privacy Policy.

Sonic Summary

The IT Service Desk Analyst position is located in Worthing, Sussex, with a hybrid working model of 2 days from home and 3 days on-site.
The role offers a day rate of £25-28K, depending on experience, with standard working hours of 40 hours per week, Monday to Friday.
Candidates are expected to have experience in a 1st line IT role, including proficiency in Active Directory and desktop hardware and software troubleshooting.
Key responsibilities include providing 1st and 2nd line support, managing tickets, and ensuring excellent customer service in accordance with ITIL best practices.
Experience in an ITIL environment and familiarity with ITSM tools are considered advantageous for applicants.

Job Title: IT Service Desk Analyst Location: Hybrid Working 2 days per week from home, 3 days on site at Worthing, Sussex Day rate: £25-28K, depending on experience Pay frequency: Monthly Start date: ASAP Standard hours: Mon-Fri 40 hours per week, between 8am-6pm, 8 hours per day. Company: We are assisting a progressive company who are searching for an IT Service Desk Analyst / 1st and 2nd Line Support Analyst who is comfortable supporting users with technical issues within an ITIL Framework. Main Duties:

Liaise with customers via phone, remote sessions, video conferencing and email to assist with 1st and 2nd line IT issues, working in accordance to SLA's, quality standards and ITIL best practices
Hardware and software support for laptops and desktops, including onsite laptop repairs
Provide remote support on Printer, Wi-Fi and Interactive Audio-Visual equipment
Provide 1st line support and triage tickets to 2nd & 3rd line support teams
Liaise with 3rd party suppliers as required
Complete online and email ticket requests with a high level of diligence
Respond to user requests and assist and teach users where appropriate
Perform troubleshooting and fault diagnostics
Perform basic IT system administration tasks and ensure end user documentation is up to date
Provide excellent customer service at all times and offering empathy and patience to the users
Take accountability and ownership for all assigned tickets
Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes

Key Skills & Competencies:

Experience of working in a 1st line IT role
Experience of Active Directory users and computers
Competent at identifying and fixing desktop hardware & software issues
Basic networking and general fault diagnosis
Customer service experience and strong communication skills
A team player who is self-motivated, enthusiastic, and keen to learn
Diligent with good time management skills and the ability to prioritise tasks
Proactive approach to work, with a positive and flexible attitude

Nice to have experience

Experience of working in an ITIL environment and contributing to the continual service improvement culture nice to have
Experience of using an ITSM tool nice to have

Apply now in a few quick clicks

IT Service Desk Analyst

Technical Support Engineer

Technical Support Assistant

IT Field Engineer - Brighton - to £45,000 + vehicle