information technology Work, Jobs in edgware, gtl (with Salaries)

IT Service Desk Analyst
ONS —Hatfield
- £25,000 - £28,000 a year
- Weekend availability
- Spanish
- Microsoft Outlook
- Customer service
- Free parking
- Gym membership
Quick apply
2d
IT Service Consultant in Education
Interm IT (UK) Limited —St Albans
- £26,500 - £30,000 a year
- Full-time
- Google Suite
- Azure
- Travel
- Health & wellbeing programme
Quick apply
IT Support Assistant
Monica Vinader —London
- Travel
- IT
- In-person
Quick apply
3d
Technical Support Specialist
Intelligent Imaging Innovations —London
- From £40,000 a year
- Engineering
- Bachelor's degree
- No degree
OT Systems Administrator Specialist - Laboratory Systems
Lonza —Slough
- Full-time
- Windows
- No degree
- Travel
- Relocation assistance
BTEC Tech Awards Sept 22 - Digital Information Technology - Examiner
Pearson —London
- Full-time
- Teaching
IT Executive
Step Change Outsourcing —Stevenage
- £30,000 a year
- Full-time
- SQL
- Computer networking
- In-person
- Free parking
- Referral programme
Quick apply
12d
IT Support Specialist
Flicknmix Ltd —London
- £28,000 - £33,000 a year
- Full-time
- In-person
- Communication skills
Quick apply
2d
IT Service Desk Analyst
London School of Hygiene & Tropical Medicine —London
- £34,741 - £38,986 a year
- Full-time
- IT
- Communication skills
- School
- Annual leave
8h
Technology Service Desk Engineer
Nuffield Health —Epsom
- Part-time
- Hybrid work
- Maintenance
- Analysis skills
- Bachelor's degree
- Employee discount
- Gym membership
BTEC Nationals Examiner - Information Technology
Pearson —London
- Part-time
- Teaching
IT Infrastructure Engineer up to £36,000 per annum, plus car allowance
APCOA PARKING (UK) LTD —Uxbridge
- Up to £36,000 a year
- Weekend availability
- Computer networking
- IT
- Employee discount
Quick apply
Endpoint Systems Administrator
Corgan —London
- Full-time
- Computer Science
- Customer service
- Windows
IT Support Technician
Prodigit Systems Ltd —London
- £104 a day
- Part-time
- Hybrid work
- Software troubleshooting
- JavaScript
- Organisational skills
- Work from home
Quick apply
11d
IT Support Technician
Elevate Technology Group —London
- £28,000 - £32,000 a year
- Azure
- Microsoft Outlook
- SharePoint
IT Technician
Consula Group LTD —London
- Up to £80,000 a year
- Part-time
- Hybrid work
- Azure
- Software troubleshooting
- Customer service
Quick apply
6d
Immediate Recruitment: IT & Workplace Infrastructure Technician Role
Every Space Ltd —Wembley
- £35,000 - £40,000 a year
- Full-time
- Computer networking
- Organisational skills
- IT
Quick apply
Office-Based Service Desk Audio Visual Engineer
Auditel Rental and Service Limited —High Wycombe
- £30,000 - £35,000 a year
- Full-time
- Customer service
- Organisational skills
- IT
- Free parking
Quick apply
5d
Analyst – Desktop Support New
StepStone Group —London
- Customer service
- Microsoft Office
- Computer networking
5d
IT Support Apprentice
QA Apprenticeships —London
- £23,500 a year
- Weekend availability
- Customer service
- Travel
- Communication skills
2d

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IT Service Desk Analyst

ONS -
Hatfield

Quick apply

Job details

Full-time
£25,000 - £28,000 a year
2 days ago

Benefits

Free parking
Company pension
Company events
Gym membership
On-site parking

Qualifications

French
Spanish
Operating systems
Microsoft Outlook
Customer service
GCSE
Microsoft SQL Server
Windows
Technical support
Microsoft Office
Organisational skills
ServiceNow
IT
Italian
Microsoft Outlook Calendar
Communication skills
German
Dutch

Full job description

IT SERVICE DESK ANALYST

Who do I report to? Service Desk Supervisor

Where am I located? Hatfield office (near London), with possible travel to Sheffield main office, as and when required.

Hours of operation? Flexible shift patterns between 6am and 11pm Weekdays (subject to change if business require more support) on weekends (public holidays)

What’s the purpose of the job?

To be the first point of contact for the business (clubs/team members) & suppliers in order to own, manage/resolve all

IT service incidents/service requests

Providing an uninterrupted IT service to the business – members, clubs and team members, this involves:
Receiving (all channels – self-service portal, phone, email, walk-in) logging and managing service incidents and requests from clubs/team members & suppliers – in order to resolve within a timely manner
Performing routine monitoring, daily checks and hyper care checks to proactively identify and diagnose recurring and imminent service issues in order to pre-empt resolution

What will I be doing?

Responsible for analysing, categorising, prioritising and logging all incidents via self-service portal, calls, walk-ins from clubs/team members or alerting systems/suppliers, in order to manage and resolve within agreed SLA (according to its severity) and communicate progress/resolution of the fix
Ensure all incidents/service requests are logged in the IT Service Management system and manage them throughout the lifecycle - taking ownership of the situation
This might involve fixing the issue directly via a documented solution or escalation to Systems Support Team or to the supplier
Where stakeholders have raised issues via self-service portal – ensure category has been accurate and re categorise as necessary
Follow up on the incident progress with Systems Support/Suppliers in order to get status/decide on further escalation
Clear and timely (according to severity) communication of progress/closure of service incident on a regular basis to stakeholders – club(s)/team member(s)/leadership
Where an incident/problem is assigned to the IT Systems Support Analysts update stakeholders of progress as well as new point of contact for incident ownership
Provide comprehensive handover of high severity P1 incidents at end of rota to next colleague on shift or to the out of hours team
Take ownership of high severity P1 incidents at start of rota o During OOH rota, identify P1 incidents and manage through to resolution
Ensure all service interruptions, downtime and P1’s are recorded with detailed timelines in the Incident Log
Responsible for identifying reoccurring incidents and notifying the IT Service Desk Supervisor so they can be managed appropriately
Responsible for service monitoring on defined service dashboards, daily (applications/infrastructure) checks (start of day/end of day) and seasonal hyper checks in order to identify and report trends to Service Desk Supervisor/Systems

Support team & or Suppliers in order to avoid service disruption or to improve service standards

Responsible for performing recurring scheduled tasks (eg period end work, direct debit process etc)
Create and update knowledge base articles to facilitate first time fixes
Ensuring the IT Service Desk documentation required for support purposes is accurate and up-to-date on the Service knowledge base including known issues, first time fixes, and the support and escalation matrix
Responsible for performing other BAU standard tasks, ie joiner mover leaver
Attend relevant team meetings – including daily huddle

How will I be measured?

Percentage of first time fixes - average of team to your individual average (averages should be created on a periodic basis)
Time to resolve first time fixes average of team to your individual average
Positive 360 feedback from Service Desk Supervisor, Systems Support Team/Suppliers (include input on accurate categorisation, timely escalation, incorrect escalations) and stakeholders
Prepared to contribute at daily huddle
Daily checks have been completed
Number of trends and issues pre-emptively identified and escalated
Quality and accuracy of knowledge base articles

What qualifications, skills and experience do I need?

Previous customer service experience
Understanding of Microsoft based operating systems with emphasis on Windows 10 and Office 365
Experience with using and troubleshooting Outlook 365 (permissions, calendar sharing, and delegation)
Ability to use a call logging system (eg. Sysaid, ServiceNow)
Excellent communication skills and telephone manner
Comfortable with accurately documenting in a clear and concise manner
Confident and experienced in dealing with challenging situations and able to demonstrate problem solving and trouble shooting skills
Excellent organisational skills and the ability to effectively time manage a number of different issues – with varying severity
A commitment to going above and beyond in delivering an exceptional service that colleagues recognise as being valuable

Desirable

Experience and knowledge of leisure industry
Experienced dealing with outsourced IT hosting service providers with technologies such as Citrix, Virtual Servers, Web

Applications, Laptops/Desktops, SQL Server Databases

Speaks one or more of other languages – German, French, Spanish, Italian or Dutch

Key behaviours

You will be a self-motivated achiever who gains satisfaction from providing excellent customer service
Calm under pressure
Resilience and drive to achieve results
Energetic
Can do, self-motivated
Diligent
Sense of ownership
Collaborative working, one team, supportive: no idea is a bad idea
Latest tech innovations
Think holistically – communicate and engage: how our technology impacts member/club experience

Job Type: Full-time

Pay: £25,000.00-£28,000.00 per year

Benefits:

Company events
Company pension
Free parking
Gym membership
On-site parking

Ability to commute/relocate:

Hatfield AL10 9UE: reliably commute or plan to relocate before starting work (required)

Education:

GCSE or equivalent (preferred)

Experience:

Technical support: 1 year (preferred)
Customer service: 1 year (preferred)

Work Location: In person

Quick apply

Refine Your Search

information technology jobs in edgware, gtl

IT Service Desk Analyst

IT Service Consultant in Education

IT Support Assistant

Technical Support Specialist

OT Systems Administrator Specialist - Laboratory Systems

BTEC Tech Awards Sept 22 - Digital Information Technology - Examiner

IT Executive

IT Support Specialist

IT Service Desk Analyst

Technology Service Desk Engineer

BTEC Nationals Examiner - Information Technology

IT Infrastructure Engineer up to £36,000 per annum, plus car allowance

Endpoint Systems Administrator

IT Support Technician

IT Support Technician

IT Technician

Immediate Recruitment: IT & Workplace Infrastructure Technician Role

Office-Based Service Desk Audio Visual Engineer

Analyst – Desktop Support New

IT Support Apprentice

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