IT Service Delivery Analyst
Hemel Hempstead
£28,719 per annum
Full Time: 35 Hours per week, Monday to Friday
9am - 5pm
Join Our Team as an IT Service Delivery Analyst!
Are you passionate about technology and customer service? Do you thrive in a dynamic environment where you can make a real impact? If so, we have the perfect opportunity for you!
Overview / Job Summary
As a key member of our Service Delivery Team, the IT Service Desk Analyst is the first point of contact for all IT-related queries and incidents. This role is crucial in delivering high-quality first-line support to end-users across various channels, including phone, email, and ticketing systems. We are looking for someone with strong customer service skills, a proactive approach to problem-solving, and a solid technical understanding.
Key Responsibilities
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First-Line Support: Provide first-line support and resolution for all IT-related queries and incidents via phone, email, and ticketing systems.
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Incident Management: Accurately log, categorize, and prioritize incidents and service requests.
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Troubleshooting: Resolve hardware, software, and network issues for end-users, escalating when necessary.
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Remote & Desk-Side Support: Offer support for desktops, laptops, mobile devices, and peripherals.
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Enterprise Applications: Support enterprise applications such as Microsoft 365, VPN, collaboration tools (e.g., Teams), and cloud-based platforms.
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User Account Management: Assist with password resets, access permissions, and onboarding/offboarding procedures.
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Documentation: Maintain and update IT documentation, including knowledge base articles and user guides.
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Follow-Up: Conduct follow-up calls or emails to ensure resolution satisfaction and gather user feedback.
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System Upgrades: Assist in the rollout of new hardware, software, and system upgrades.
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Continuous Improvement: Identify recurring issues and suggest process enhancements.
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Collaboration: Work with the wider Technology & Change teams to ensure seamless service delivery and knowledge sharing.
What We Are Looking For:
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Strong customer service and communication skills.
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Experience providing IT support in a service desk or help desk environment.
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Good troubleshooting and problem-solving abilities.
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Knowledge of Microsoft 365, Windows operating systems, and common business applications.
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A proactive approach and willingness to learn.
Why Join Hightown?
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Generous Leave: 33 days of annual leave including Bank Holidays, rising to 35 days with service.
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Competitive Salary: £28.719 per annum for a 35-hour week.
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Monthly Attendance Bonus
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Annual performance bonuses
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Workplace Pension Scheme: Life assurance cover of three times your annual salary.
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Discounts and Savings: High Street retailers, gyms, restaurants, and cinemas.
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Training Opportunities: Ongoing career development.
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Employee Support: Health & wellbeing services.
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Free On-site Gym Access
Ready to take the next step in your career? Apply now and become a vital part of our Service Delivery Team!
We will be shortlisting and interviewing on an ongoing basis so may close the vacancy early.
Appointments are subject to satisfactory right to work, reference, and medical checks.
We are anEqual Opportunities and Disability Confident Employer.
