Service desk analyst

We have an opportunity for a Service Desk Analyst (based onsite with some opportunity for hybrid working) to join our IT department on a 12 month fixed term contract You will report into the Service Desk Manager and will take ownership of all incidents and requests relating to TMK IT and manage them to a successful resolution, ensuring that all calls are dealt with promptly and to the customers’ satisfaction and to communicate and escalate any problems to the Service Desk Manager where necessary. This role includes responsibilities such as maintaining awareness of call volumes/queues to ensure that customer service level agreements are met. You will assist with the preparation and documentation of user guides and reference guides for Service Desk staff. The role also involves new starter inductions, video conferencing troubleshooting and resolving network issues. The successful candidate will ideally have experience in an operation IT environment providing user-facing support, within a Service Desk team or similar. The successful candidate must be proactive, with a positive approach and ‘can do’ attitude. Experience with ServiceNow, Office 365, Microsoft Teams, SMT and Citrix is desirable.