Service desk analyst Work, Jobs in United Kingdom (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
9d
Service Desk Analyst
C365Cloud —Wakefield
- £25,000 - £27,000 a year
- Full-time
- Microsoft Excel
- Customer service
- SQL
- Sick pay
Quick apply
Service Desk Analyst
Castle Trust Bank —Basingstoke
- Full-time
- Hybrid work
- Azure
- AWS
- Scripting
- Employee assistance programme
- Employee discount
Quick apply
Support Analyst
Enroly —London
- £30,000 - £33,000 a year
- Part-time
- Hybrid work
- Organisational skills
- APIs
- Communication skills
- Work from home
- Life insurance
Quick apply
9d
1st line Service Desk Analyst
Clear Business —Sale
- £24,500 - £28,175 a year
- Full-time
- Hybrid work
- Microsoft Office
- Continuous improvement
- SharePoint
- Free parking
- Employee discount
Quick apply
12d
Service Desk Analyst / IT Support Help Desk Technician
nGeneration —Tipton
- £27,178 a year
- 12 hour shift
- Hospitality
- Microsoft Excel
- IT
- Annual leave
Quick apply
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
6d
Service Desk Analyst
JamesFisher —London
- Customer service
- IT
- Communication skills
2d
Service Desk Analyst - Tier I
ITA Group Inc —Wakefield
- £27,000 - £30,000 a year
- Full-time
- Computer Science
- Customer service
- Windows
Quick apply
Service Desk Analyst
Leicestershire Partnership NHS Trust —Leicester
- £28,392 - £31,157 a year
4d
Service Desk Analyst
Tindall Riley —London
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Service Desk Analyst
wavenet —Birstall
- Full-time
- Analysis skills
- IT
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
3d
IT Service Desk Analyst
Leigh Day —London
- Hybrid work
- Azure
- Customer service
- Windows
- Annual leave
5d
Analyst, Enterprise Service Desk
ABACUS —Edinburgh
- Azure
- Customer service
- Windows
- Annual leave
- Employee discount
Quick apply
IT Service Desk Analyst
DFS —Doncaster
- Analysis skills
- Computer networking
- Leadership
- Employee assistance programme
- Employee discount
Quick apply
9d
IT Support Analyst (1st Line Support)
42BR Barristers —London
- £31,000 a year
- Full-time
- Microsoft Word
- Microsoft Excel
- Azure
Quick apply
3d
Service Desk Analyst / Manager
Shieldpay —London
- Hybrid work
- Microsoft Outlook
- Travel
- SharePoint
- Flexible schedule
Quick apply
Service Desk Analyst
ITQ Metis —Thatcham
- From £28,000 a year
- Full-time
- Software troubleshooting
- Customer service
- English
- Free parking
- Sick pay
Quick apply
Service Desk Analyst
Landmark Information Group —Glasgow
- Customer service
- Travel
- Communication skills
- Free parking
11d
Service Desk Analyst
Blue Cross —Burford
- £24,000 - £26,000 a year
- Hybrid work
- Customer service
- Windows
- Microsoft Office
- Employee assistance programme
- Employee discount
Quick apply
2d

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IT Service Desk Analyst

ONS -
Hatfield

Quick apply

Job details

Full-time
£25,000 - £28,000 a year
9 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

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