Service Desk Analyst
Posted 1 day ago by Infoplus Technologies UK Limited
Negotiable
Undetermined
Onsite
Watford, England, United Kingdom
Summary: The Service Desk Analyst role is a completely onsite position based in Watford, UK, requiring candidates to work as part of an 11x7 shift system on the IT Service Desk. The primary responsibilities include providing 1st line support, troubleshooting IT-related problems, and ensuring customer satisfaction through effective ticket management. Candidates must have a technical degree and relevant service desk experience, with a preference for ITIL certification. This is a 6-month contract with a focus on candidates who can start early or have a shorter notice period.
Key Responsibilities:
- Work as part of the 11x7 Shift system on the IT Service Desk
- Receive and handle requests for service, following agreed procedures
- Provide 1st line support: troubleshooting of IT related problems
- Promptly allocate calls as appropriate
- Log incidents and service requests and maintain relevant records
- Identify and classify incident types and service interruptions
- Record incidents cataloging them by symptom and resolution
- Monitor queues and assign tickets to appropriate resources for troubleshooting and ticket resolution
- Ensure SLAs are maintained
- Assign tickets that are out of scope to Service Desk/Other Teams
- Coordinate tickets that cross organizational boundaries to ensure customer satisfaction
Key Skills:
- Strong organization skills and ability to multi-task and prioritize work
- Excellent communication skills with the ability to work with executive staff members both internally and externally
- Ability to deliver engaging, polished, and professional presentations to internal and external audiences
- Excellent written and verbal communication and presentation skills
- Must be a Graduate; B.Tech/B.E or any other technical degree preferred
- English Service Desk experience is mandatory
- Preferred MCP/MSCE/MSCA certification
- Preferred ITIL V3/V4 Certified engineer
Salary (Rate): undetermined
City: Watford
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
• Role: Service desk analyst
• Role Type: Completely Onsite
• No of Positions: 2
• Location: Watford, UK
• 6 months contract
• We need candidates who have shorter notice period or can start early
Essential Duties and Responsibilities
- Work as part of the 11x7 Shift system on the IT Service Desk
- Receives and handles requests for service, following agreed procedures.
- 1st line support: troubleshooting of IT related problems
- Promptly allocates calls as appropriate.
- Logs incidents and service requests and maintains relevant records:
- Identifies and classifies incident types and service interruptions
- Records incidents cataloging them by symptom and resolution
- Monitoring queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
- Monitoring queues to ensure SLAs are maintained.
- Assigning the tickets which are out of scope to Service Desk/Other Teams
- Coordinating tickets that cross organizational boundaries to ensure customer satisfaction
Skills and Abilities
- Strong organization skills and ability to multi-task and prioritize work
- Excellent communication skills with the ability to work with executive staff members both internally and externally
- Ability to deliver engaging, polished, and professional presentations to internal and external audiences
- Excellent written and verbal communication and presentation skills
Education / Expertise
- Must be a Graduate. B.Tech/B.E or any other technical degree preferred
- English Service Desk experience is mandatory
- Preferred MCP/MSCE/MSCA certification
- Preferred ITIL V3/V4 Certified engineer.