Service Desk Analyst
Posted 1 week ago by Bench IT Limited
Negotiable
Inside
Onsite
Chelmsford Essex, UK
Summary: The IT Service Desk Analyst is tasked with delivering technical support to end-users, requiring strong communication and technical skills. The role emphasizes troubleshooting and efficient issue resolution in a fast-paced environment. The ideal candidate should be customer-focused and proactive in their approach to support. Responsibilities include managing service requests and assisting with IT equipment and software maintenance.
Key Responsibilities:
- Provide first-line technical support to end-users via phone, email, and remote access.
- Diagnose and resolve hardware, software, and network issues in a timely manner.
- Log and manage all service requests, incidents, and problems using the IT service management tool.
- Escalate complex issues to appropriate IT teams or third-party vendors when necessary.
- Monitor and follow up on outstanding service requests to ensure timely resolution.
- Assist with the installation, configuration, and maintenance of IT equipment and software.
- Maintain accurate and up-to-date documentation of IT processes and procedures.
- Conduct user training sessions and provide guidance on IT best practices.
- Participate in continuous improvement initiatives to enhance IT service delivery.
Key Skills:
- Proven experience in a similar IT support or service desk role.
- Strong knowledge of Windows operating systems, Windows 10 & 11, Office 365, Active Directory.
- Familiarity with IT service management tools (eg, ServiceNow, Jira, or similar).
- Excellent troubleshooting and problem-solving skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Customer-focused with a proactive approach to resolving issues.
- Relevant certifications (eg, CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are advantageous.
Salary (Rate): £225 per day
City: Chelmsford
Country: UK
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
The IT Service Desk Analyst will be responsible for providing technical support and assistance to end-users within the organization. This role requires excellent communication skills, a strong technical background, and the ability to troubleshoot and resolve issues efficiently. The ideal candidate will be customer-focused, proactive, and capable of working in a fast-paced environment.
Key Responsibilities:
- Provide first-line technical support to end-users via phone, email, and remote access.
- Diagnose and resolve hardware, software, and network issues in a timely manner.
- Log and manage all service requests, incidents, and problems using the IT service management tool.
- Escalate complex issues to appropriate IT teams or third-party vendors when necessary.
- Monitor and follow up on outstanding service requests to ensure timely resolution.
- Assist with the installation, configuration, and maintenance of IT equipment and software.
- Maintain accurate and up-to-date documentation of IT processes and procedures.
- Conduct user training sessions and provide guidance on IT best practices.
- Participate in continuous improvement initiatives to enhance IT service delivery.
Skills and Qualifications:
- Proven experience in a similar IT support or service desk role.
- Strong knowledge of Windows operating systems, Windows 10 & 11, Office 365, Active Directory
- Familiarity with IT service management tools (eg, ServiceNow, Jira, or similar).
- Excellent troubleshooting and problem-solving skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Customer-focused with a proactive approach to resolving issues.
- Relevant certifications (eg, CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are advantageous.
Working Hours:
- Monday to Friday, 9:00 AM - 5:30 PM
- 4 days a week onsite in Chelmsford