IT Service Desk Analyst
Posted 3 days ago by Lorien
£235 Per day
Undetermined
Hybrid
West End, London, UK
Summary: The role of IT Service Desk Analyst involves providing first-line advisory and support services for IT-related queries to staff, students, suppliers, and external partners. The analyst acts as a single point of contact, managing customer interactions through various communication channels and ensuring timely issue resolution in line with service level agreements. The position requires strong customer service skills and the ability to handle multiple priorities effectively. This role is based in Bloomsbury, London, with a hybrid working arrangement.
Key Responsibilities:
- Deliver high-quality customer support by responding to IT-related enquiries through phone, email, chat, and ticketing platforms.
- Take ownership of customer queries from initial contact through to successful resolution, ensuring an excellent customer experience.
- Resolve issues at the first point of contact whenever possible and escalate complex cases through appropriate internal support channels.
- Manage and prioritise assigned cases while maintaining compliance with organisational policies, procedures, and service standards.
- Provide accurate advice and guidance using established training materials, knowledge bases, and operational procedures.
- Build and maintain positive relationships with internal stakeholders, colleagues, departments, suppliers, and external customers.
- Maintain confidential records of customer interactions, complaints, transactions, and resolutions using designated systems.
- Collaborate with wider Professional Services Hub teams to ensure consistent and efficient service delivery.
- Contribute to continuous service improvement by identifying process enhancements and supporting updates to training documentation.
- Demonstrate flexibility by supporting other service areas within the Professional Services Hub when required.
- Work within agreed service delivery boundaries, escalation routes, and operational frameworks to ensure compliance and quality standards.
Key Skills:
- Excellent customer service and communication skills.
- Strong problem-solving and case management abilities.
- Experience using ticketing systems, customer service platforms, and IT support tools.
- Ability to manage multiple priorities while meeting strict service level agreements.
- Strong attention to detail and commitment to maintaining confidentiality.
- Ability to work collaboratively within cross-functional teams.
- Knowledge of IT support processes, policies, and customer service best practices.
- Adaptable and flexible approach to changing business requirements and shift patterns.
Salary (Rate): £235 daily
City: Bloomsbury
Country: UK
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
One Desk Advisor - IT/Service Desk Analyst/Help Desk Analyst/IT Support Advisor
Department: Professional Services Hub (PS Hub)
Location: Bloomsbury, London (Hybrid Working)
Grade: 6
As a One Desk Advisor - IT, I provide a professional first-line advisory and support service to staff, students, suppliers, and external partners across a wide range of IT-related queries and processes. Acting as a single point of contact, I manage customer interactions through multiple communication channels including telephone, email, live chat, and ticketing systems, ensuring timely resolution of issues in accordance with service level agreements (SLAs).
Key ResponsibilitiesDeliver high-quality customer support by responding to IT-related enquiries through phone, email, chat, and ticketing platforms.
Take ownership of customer queries from initial contact through to successful resolution, ensuring an excellent customer experience.
Resolve issues at the first point of contact whenever possible and escalate complex cases through appropriate internal support channels.
Manage and prioritise assigned cases while maintaining compliance with organisational policies, procedures, and service standards.
Provide accurate advice and guidance using established training materials, knowledge bases, and operational procedures.
Build and maintain positive relationships with internal stakeholders, colleagues, departments, suppliers, and external customers.
Maintain confidential records of customer interactions, complaints, transactions, and resolutions using designated systems.
Collaborate with wider Professional Services Hub teams to ensure consistent and efficient service delivery.
Contribute to continuous service improvement by identifying process enhancements and supporting updates to training documentation.
Demonstrate flexibility by supporting other service areas within the Professional Services Hub when required.
Work within agreed service delivery boundaries, escalation routes, and operational frameworks to ensure compliance and quality standards.
Skills and Competencies
Excellent customer service and communication skills.
Strong problem-solving and case management abilities.
Experience using ticketing systems, customer service platforms, and IT support tools.
Ability to manage multiple priorities while meeting strict service level agreements.
Strong attention to detail and commitment to maintaining confidentiality.
Ability to work collaboratively within cross-functional teams.
Knowledge of IT support processes, policies, and customer service best practices.
Adaptable and flexible approach to changing business requirements and shift patterns.
Key Achievements
Delivered responsive and customer-focused IT support services to a high volume of users.
Maintained service quality standards while handling complex customer enquiries.
Supported continuous improvement initiatives to enhance operational efficiency and customer satisfaction.
Built effective stakeholder relationships that contributed to successful service delivery and issue resolution.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.
