It service desk analyst

Location London Category Contract type Permanent - Full Time Salary Competitive Working hours Full Time IT Service Desk Analyst Role and Responsibilities (this is a broad but not exhaustive list) Providing a professional and consistent level of technology support to all staff Responding to incoming incidents and requests at first point of contact reported via all mediums Ensuring all incidents and requests are accurately recorded at the time of being reported and responded to within a set Service Level Agreement Maintaining and updating incidents and requests via the Service Desk ITSM system Alerting Senior Analysts and Managers of reoccurring incidents and potential issues Keeping customers apprised and updated Escalating problems to the senior team members Creating and encrypting CD bibles and USB sticks Managing requests for loan equipment Assisting with team’s administration duties Utilising and updating the Knowledge Base Other support related activities as required Qualifications and Experience Good troubleshooting and analytical skills Knowledge of Windows 10 and Microsoft Office 365 Understanding of PC Hardware and operating systems Awareness of using Active Directory Experience of logging tickets in ITSM call logging software Person Specification A keen interest in IT Good academic record Enthusiastic and keen to learn new skills Excellent customer service skills Team player Excellent communication skills and ability to be managed Excellent attention to detail Excellent time management and organisational skills with the ability to meet deadlines Ability to think and work independently, or as part of a team and to take ownership of tasks Good interpersonal skills, working closely with people at all levels in the Firm Remaining calm under pressure Highly motivated and a methodical approach Flexible approach to working with the ability to handle the demands of a constantly evolving workload Competencies Communication skills Planning and organising Team working Attention to detail