Service Desk Analyst
Posted 7 days ago by ST Global Tech LLC
Negotiable
Inside
Onsite
Watford, England, United Kingdom
Summary: The Service Desk Analyst role in Watford, UK, 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 analyst will work as part of a service desk team, providing support via various contact modalities. Candidates must have relevant experience and educational qualifications, with preferred certifications in ITIL and Microsoft technologies.
Key Responsibilities:
- Act as the first point of contact for all IT-related issues.
- Log incidents and requests in the ITSM tool following established processes.
- Provide 1st line support by troubleshooting IT-related problems.
- Monitor queues and assign tickets to appropriate resources for resolution.
- Ensure SLAs are maintained and coordinate tickets across organizational boundaries.
- Maintain relevant records and classify incident types and service interruptions.
- Work as part of the 11x7 shift system on the IT Service Desk.
Key Skills:
- Strong organizational skills with the ability to multi-task and prioritize work.
- Excellent communication skills for interaction with executive staff.
- Ability to deliver polished and professional presentations.
- Proficiency in written and verbal communication.
- Experience in service desk operations and ITIL processes.
- Preferred certifications: MCP/MSCE/MSCA and ITIL V3/V4.
- Graduate degree in a technical field (B.Tech/B.E preferred).
Salary (Rate): 115 GBP/Day
City: Watford
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Service Desk Analyst
Location: Watford, UK - Onsite
Rate: 115 GBP/Day
Inside IR35
Please note that eligibility for the required security clearance includes having a minimum of 5 years’ continuous UK residency
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.
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.
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