Service Desk Analyst (1st Line)
Posted 2 weeks ago by Outsource UK
Negotiable
Inside
Remote
Northamptonshire
Job Description
1st line Service Desk Analyst
Inside IR35 - Initial 3-month contract
200 - 250 a day
Some Remote working
Base location Northampton- some visits to other sites (local).
We are seeking a talented Service Desk Analyst to join one of our leading clients based in Northampton. If you re passionate about providing excellent support and thrive in a fast-paced environment, we want to hear from you!
Key Responsibilities:
Inside IR35 - Initial 3-month contract
200 - 250 a day
Some Remote working
Base location Northampton- some visits to other sites (local).
We are seeking a talented Service Desk Analyst to join one of our leading clients based in Northampton. If you re passionate about providing excellent support and thrive in a fast-paced environment, we want to hear from you!
Key Responsibilities:
- Provide first-level support for operational services in line with Service Level Agreements (SLAs).
- Act as the single point of contact for all customers and users, processing and coordinating timely responses to incidents and service requests.
- Keep customers updated on the progress of incident resolutions and service request fulfillments.
- Log all incident tickets and service requests in the Service Management toolset.
- Collaborate with infrastructure, network, and business teams to ensure all incidents are resolved and service requests are fulfilled within SLAs.
- Experience: At least 2 years as a Service Desk Analyst with strong first-line support knowledge.
- Technical Skills: Good understanding of service management tools and best practices (e.g., ServiceNow, SCCM, Nagios).
- IT Infrastructure Knowledge: Proven experience with IT infrastructure, desktop environments, and business applications.
- Technical Proficiency: Familiarity with MS Windows, Networking, Citrix, Unix, Telephony, and productivity applications like MS Office.
- Process Adherence: Ability to follow IT policies and processes to ensure consistent service quality.
- ITIL Awareness: Knowledge of ITIL v3, ideally with Foundation certification.
- ServiceNow Experience: Experience using ServiceNow is preferred.
- Personal Attributes: A proactive approach and the ability to adapt in a fast-paced, constantly changing environment.