Service Desk Analyst
Posted 1 day ago by Tech People 247
Negotiable
Undetermined
Onsite
Warrington, England, United Kingdom
Summary: The L1 Service Desk Analyst role involves providing first-line technical support to users in Warrington, UK. Candidates must have 2-3 years of experience in L1 Technical Support and hold an active UK Security Check clearance. The position requires strong proficiency in End User Computing and involves incident management, technical troubleshooting, and user support. Analysts will also be responsible for system maintenance and documentation to enhance service delivery.
Key Responsibilities:
- Acting as the first point of contact for user issues, logging, categorizing, prioritizing, and managing incidents in ticketing systems.
- Diagnosing and resolving hardware, software, network, and application issues.
- Providing timely support via email, phone, or chat to staff or customers.
- Escalating unresolved, high-priority issues to Tier 2 or Tier 3 teams and following up on status updates.
- Installing and configuring new software, hardware, and peripherals.
- Creating and updating user guides and contributing to the knowledge base.
- Conducting system updates, security patches, and basic maintenance.
- Utilizing ITSM tools and prioritizing tasks to meet Service Level Agreements (SLAs).
- Analyzing trends to prevent future problems.
Key Skills:
- 2-3 years of professional experience in L1 Technical Support.
- Strong proficiency in End User Computing (EUC).
- Foundational knowledge of IT Infrastructure and Networking.
- Active UK Security Check (SC) clearance.
- Proficiency in ITSM tools.
- Excellent communication skills.
- Ability to prioritize tasks effectively.
Salary (Rate): undetermined
City: Warrington
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Role Title: L1 Service Desk Analyst (Qty: 2) Location: Warrington, UK (Onsite) Candidate Requirements; Experience: 2–3 years of professional experience in L1 Technical Support. Technical Profile: Strong proficiency in End User Computing (EUC) with foundational knowledge of IT Infrastructure and Networking. Compliance: Candidates must hold an active UK Security Check (SC) clearance to be considered for this role. Job Description: Incident Management & Ticket Handling: Acting as the first point of contact, logging, categorizing, prioritizing, and managing user issues in ticketing systems. Technical Troubleshooting: Diagnosing and resolving hardware, software, network, and application issues for users. User Support & Communication: Providing friendly, timely support via email, phone, or chat to staff or customers. Escalation & Follow-Up: Escalating unresolved, high-priority issues to Tier 2 or Tier 3 teams, and following up on status updates to ensure resolution. Configuration & Deployment: Installing and configuring new software, hardware, and peripherals. Documentation & Knowledge Base: Creating and updating user guides and contributing to the knowledge base to facilitate self-service. System Maintenance: Conducting system updates, security patches, and basic maintenance to prevent downtime. Service desk analysts must be proficient in ITSM tools, prioritize tasks to meet Service Level Agreements (SLAs), and analyze trends to prevent future problems.