Service Desk Analyst
Posted 1 week ago by Intuition IT – Intuitive Technology Recruitment
Negotiable
Undetermined
Undetermined
Watford, England, United Kingdom
Summary: The Desktop Support Engineer role involves being the first point of contact for IT-related issues, ensuring incidents and requests are logged in the ITSM tool. The position requires a strong understanding of ITIL processes and aims to minimize the impact of IT incidents through effective troubleshooting. The engineer will work as part of the IT Service Desk, handling requests and coordinating tickets across organizational boundaries. This role emphasizes excellent communication and organizational skills to maintain customer satisfaction.
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
Salary (Rate): undetermined
City: Watford
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Detailed Job Description: Job Title: Desktop Support Engineer Location: Watford UK Employment Type: Contract JD for the role: To perform the activities associate is required to be the first point of contact for all IT related issues, to ensure that all incidents and requests follow processes and are logged in the ITSM tool. Have very good understanding of ITIL Processes, Process knowledge of Incident/Request/change/problem. You will have to minimize the impact of IT incidents by resolving first time where possible. Resource will be a part of general operations of service desk and will be cross leveraged to any of the contact modalities like Phone & Chat to cater the incoming contacts at service desk.
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