Service Desk Analyst
Posted 1 day ago by ALOIS UK
£18 Per hour
Undetermined
Onsite
Watford, England, United Kingdom
Summary: The Service Desk Analyst role in Watford involves acting as the first point of contact for IT-related issues, ensuring incidents and service requests are logged and resolved according to ITIL processes. The position requires strong troubleshooting skills and excellent communication abilities, with responsibilities spanning multiple contact channels. The successful candidate will work within a shift-based IT Service Desk operation, focusing on minimizing service disruptions and ensuring customer satisfaction. This is a 6-month contract position requiring a graduate degree and relevant IT experience.
Key Responsibilities:
- Serve as the first point of contact for all IT-related incidents and service requests.
- Log, track, and manage incidents and service requests using the ITSM tool.
- Provide 1st line technical support, troubleshooting IT-related issues and resolving them where possible.
- Work as part of an 11x7 shift-based IT Service Desk operation.
- Classify incidents and service interruptions based on symptoms and impact.
- Record incident details including symptoms, troubleshooting steps, and resolutions.
- Monitor ticket queues and ensure SLA compliance.
- Assign tickets to the appropriate internal teams when issues are outside the Service Desk scope.
- Coordinate incidents that involve multiple teams to ensure timely resolution and customer satisfaction.
- Minimize service disruption by aiming for first-time resolution wherever possible.
- Support incoming requests through multiple contact channels including phone and chat.
Key Skills:
- Strong organizational and multitasking abilities with the capability to prioritize tasks effectively.
- Excellent verbal and written communication skills.
- Ability to interact professionally with internal teams and executive stakeholders.
- Strong problem-solving and troubleshooting skills in an IT support environment.
- Experience working in ITIL-based service desk environments.
- Ability to deliver clear and professional communication and presentations when required.
- Graduate degree required.
- B.Tech / B.E. or other technical degree preferred.
- English Service Desk experience is mandatory.
- Preferred certifications: MCP / MCSE / MCSA ITIL V3 or ITIL V4 Certification.
Salary (Rate): £18.00/hr
City: Watford
Country: United Kingdom
Working Arrangements: on-site
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Job Title: Service Desk Analyst
Location: Watford, UK
Role Type: Completely Onsite
Employment Type: TP – 6 Months Contract
Job Overview
We are seeking a Service Desk Analyst to join the IT support team in Watford. The successful candidate will act as the first point of contact for all IT-related issues , ensuring that incidents and service requests are logged, managed, and resolved in accordance with ITIL processes. The role requires strong troubleshooting skills, excellent communication abilities, and experience in handling service desk operations through multiple contact channels such as phone and chat .
Key Responsibilities
- Serve as the first point of contact for all IT-related incidents and service requests.
- Log, track, and manage incidents and service requests using the ITSM tool .
- Provide 1st line technical support , troubleshooting IT-related issues and resolving them where possible.
- Work as part of an 11x7 shift-based IT Service Desk operation .
- Classify incidents and service interruptions based on symptoms and impact.
- Record incident details including symptoms, troubleshooting steps, and resolutions .
- Monitor ticket queues and ensure SLA compliance .
- Assign tickets to the appropriate internal teams when issues are outside the Service Desk scope.
- Coordinate incidents that involve multiple teams to ensure timely resolution and customer satisfaction .
- Minimize service disruption by aiming for first-time resolution wherever possible .
- Support incoming requests through multiple contact channels including phone and chat .
Required Skills & Competencies
- Strong organizational and multitasking abilities with the capability to prioritize tasks effectively.
- Excellent verbal and written communication skills .
- Ability to interact professionally with internal teams and executive stakeholders .
- Strong problem-solving and troubleshooting skills in an IT support environment.
- Experience working in ITIL-based service desk environments .
- Ability to deliver clear and professional communication and presentations when required.
Education & Certifications
- Graduate degree required .
- B.Tech / B.E. or other technical degree preferred .
- English Service Desk experience is mandatory .
- Preferred certifications: MCP / MCSE / MCSA ITIL V3 or ITIL V4 Certification