Vrieservice
IT Service Desk Analyst
VrieserviceUnited Kingdom3 days ago
Full-timeInformation Technology
Job Description

Job Title: IT Service Desk Analyst

Reporting to: Service Desk Manager

Location: Ashford

Overall Objective

  • 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.

Main Responsibilities

Decision Making Authority

  • Troubleshoot and provide first level support on Service Desk calls spanning a wide range of applications, systems and hardware.
  • 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.
  • Build/rebuild workstations to company specifications.
  • Asset Management, including the deployment and collection of redundant IT equipment and the accurate updating of inventories.
  • Provide basic user training for new starters and for new equipment.
  • Assist users with IT equipment location moves around the site.
  • Project work: Application and new equipment rollouts, audits.
  • 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.
  • Keep abreast of IT activities, changes and outages.
  • Attend team and company meetings and provided training to develop relevant knowledge and skills and to adhere to Environment, Health and Safety policy.
  • Take part in/support company events when required.
  • Adhere to company policies.
  • Support the production environment for which wearing Personal Protective Clothing is essential.

AskMe call placement is fundamental in reducing SLA.

Required Competencies

  • 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.
  • Proficient problem analyzing and solving skills.
  • Previous experience of working with a Service Desk tool, preferably AskMe (ServiceNow)
  • A fundamental working knowledge of IT principles hardware, software and other devices, e.g. Smartphones: iOS and Android.
  • A good understanding of Windows 11 and 10.
  • Experience of Microsoft Office 365 and 2016.
  • Experience of Google Suite including Gmail and Drive.
  • A knowledge of InTune, Azure, Webex, Landesk would be beneficial.
  • The ability to work as part of a team or alone including individual project work when required.
  • The ability to work under pressure to meet deadlines.
  • Smart, professional appearance as customer facing.
  • Notes46
  • Source

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