Service Desk Analyst (Shared Services)

Join our team as a Service Desk Analyst in a shared services environment. You will be responsible for resolving problems throughout the information system lifecycle, processing incident reports, and providing high-quality support to internal and external customers. You will also maintain accurate records of customer interactions, undertake server patching, and contribute to knowledge bases. This role offers opportunities for professional development, a supportive work environment, and a range of benefits.

Responsibilities

• Achieve the resolution of problems throughout the information system lifecycle, including classification, prioritisation and initiation of action.
• Process and coordinate appropriate and timely responses to incident reports, including the channelling of requests for help to appropriate functions for resolution.
• Provide consistent high-quality support to internal and external customers, taking ownership of user problems and proactively dealing with any issues preventing resolution.
• Learn quickly and keep up to date with the latest technology advancements

Requirements

• A proven focus and ability to deliver effective customer service, achieving high levels of customer satisfaction through professional attitudes and consideration towards the customer’s own knowledge

Embrace a passion for IT and technology

• Deliver high quality work within the expected timescale to meet customer service level expectations
• Demonstrate flexibility and adaptability to meet the needs of demanding workloads

Work under own initiative, while demonstrating effective teamwork

• Strong analytical and problem-solving skills, with the ability to identify root causes in complex scenarios
• Ability to clearly communicate technical information to a non-technical audience

Excellent communication skills via various channels

• Have a broad knowledge of server and desktop operating systems, networks and office systems, plus Microsoft cloud offerings
• Willingness and ability to work during weekends and out‐of‐hours when necessary (additional compensation for these hours of working will apply in line with T&Cs)
• ITILv4
• Previous helpdesk experience
• Microsoft Certifications
• Any SQL/Linux knowledge
• Any experience of virtualisation i.e. VMWare, Hyper-V

Preferred

• Any Office 365, SharePoint, Azure experience
• Any programming/scripting experience