IT Service Desk Analyst
Posted 3 days ago by Mozaic Services Limited
Negotiable
Undetermined
Undetermined
London, UK
Summary: Mozaic is seeking an IT Service Desk Analyst to provide first-line support and manage incidents for large organizations. The role involves troubleshooting technical issues, logging service requests, and communicating with users to ensure timely resolutions. The ideal candidate will have experience in financial services and be adept at vendor management. This position is integral to maintaining the operational efficiency of digital services within the company.
Key Responsibilities:
- Act as the initial point of contact for users reporting IT issues via ServiceDesk system or other media
- Troubleshoot and resolve common technical problems, such as password resets, software installation, and connectivity issues
- Accurately log all incidents and service requests, tracking their progress and ensuring they are resolved within service-level agreements (SLAs)
- Escalate complex or unresolved issues to specialist support teams
- Keep colleagues informed about the status of their tickets and provide clear, user-friendly guidance
- Provide remote support by guiding users through the relevant processes to swap out hardware using local spares
- Engage with selected vendors to raise and expedite the resolution of issues with business applications used by the business teams
Key Skills:
- Experience with financial services
Salary (Rate): undetermined
City: London
Country: UK
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
The Company
Mozaic is an innovative IT and Digital consultancy; we work with large organisations at CIO level to assess and transform their digital operations. We have an outstanding reputation in our field, and our enviable customer base includes around one hundred household names across numerous different industries.
Background and Experience
- Typical Service Desk activities - including:
- First-line support: Act as the initial point of contact for users reporting IT issues via ServiceDesk system or other media
- Issue resolution: Troubleshoot and resolve common technical problems, such as password resets, software installation, and connectivity issues.
- Incident and request logging: Accurately log all incidents and service requests, tracking their progress and ensuring they are resolved within service-level agreements (SLAs).
- Escalation: Escalate complex or unresolved issues to specialist support teams.
- User communication: Keep colleagues informed about the status of their tickets and provide clear, user-friendly guidance. Provide remote support by guiding users through the relevant processes to swap out hardware using local spares
- Vendor management - Engaging with selected vendors to raise and expedite the resolution of issues with business applications used by the business teams
Desirable Skills:
- Experience with financial services
