Summary: The Service Desk Analyst role at Bell Integration involves providing proactive support to internal users, ensuring systems and services are operational during business hours. The position requires managing Level 1 tickets, contributing to continuous improvement initiatives, and maintaining effective communication with customers and team members. The analyst will also be responsible for monitoring SLAs and driving ticket resolution while adhering to established processes and procedures.

Key Responsibilities:

• Perform initial triage of incoming service calls, emails, and alerts, making appropriate routing decisions.
• Act as the first point of contact for incidents reported via phone, email, or remote monitoring tools.
• Contribute ideas for continual improvement of the service desk function and service delivery.
• Help develop efficient service desk tools, policies, and procedures.
• Proactively drive tickets and workflow, chasing any tickets that are delayed.
• Monitor SLAs and escalate any threatened SLA breaches.
• Provide reports and metrics related to service desk performance.
• Complete service desk tasks and administration as defined by the business.
• Ensure accurate, concise, and timely entries in the service management solution.
• Maintain an understanding of the interdependencies of Incident Management with Problem, Change, and Configuration Management processes.
• Pursue personal development of skills necessary for effective performance in the role.
• Establish and maintain effective working relationships with customers, colleagues, and management.
• Ensure service support reflects entitlement for all opened incidents.
• Maintain awareness of standard operating procedures and updates.

Key Skills:

• Strong interest in an IT career.
• Ability to work independently and learn new skills while following procedures.
• Positive and enthusiastic team player.
• Excellent communication and customer service skills.
• Logical approach to problem-solving.
• Attention to detail.
• Highly reliable and effective time management skills.
• Appropriate IT background and experience.
• Customer-facing/user support experience (Tier 1 and 2).
• Extensive knowledge of Microsoft 365.
• Proficient with operating systems, including Windows 10/11 and Windows Server 2012 – 2019.
• Basic knowledge of server infrastructure and networking.
• Technical troubleshooting experience in cloud and on-prem environments.
• Experience with ticketing systems such as ServiceNow.
• Understanding of working to defined SLAs and IT workflows/ITIL practices.
• Experience in documenting processes and operational procedures.
• General understanding of IT Infrastructure, Data, Voice (Teams), Security, and Systems.
• ITIL Certification (desirable).
• Full driving license (desirable).

Salary (Rate): undetermined

City: Portsmouth

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT