Service Desk Analyst

Teaching Personnel, the UK's largest education recruitment agency is seeking a Service Desk Analyst to join our expanding IT team at the company's Head Office in Welwyn Garden City. The aim of the role being to deliver the highest standards of customer service to users and contribute to the achievement of relevant Service Level Agreements by successfully dealing with a broad range of first line service support issues and requests.

The successful applicant will have a genuine enthusiasm towards a career in IT as the Service Desk is viewed as a great platform to learn and support the company systems before being considered for other more technical IT jobs as they become available.

Specifically the role entails:

• Providing first level technical and application support using experience, fault diagnosis and appropriate Knowledge Articles to provide the necessary advice and guidance to fully answer questions.
• Receiving and recording calls, resolving incidents or service requests where possible, and assigning to appropriate support team members for further investigation if required whilst keeping users appraised of progress.
• Supporting the use of company wide applications such as MS Office, Microsoft Exchange Online and Office 365, RDB Pronet and other products from the Access Group, and remote support tools.
• Setting up user accounts in Active Directory and configuring Outlook.
• PC building, repairing and upgrading.
• Installing approved software.
• Assisting in office moves.
• Making sure Knowledge Articles are kept up to date.

Required knowledge and skills are:

• Genuine interest for a career within IT.
• High level of computer literacy with good working knowledge and experience of Microsoft Office products.
• Excellent communication skills with the ability to communicate clearly and effectively interact with others at all levels via both oral (face to face and on the telephone) and written means.
• Able to elicit and disseminate complex technical information from end users.
• Logical approach to problem solving, with a drive to find a solution without sacrificing on quality.
• Positive attitude and confident of own technical skills.
• Ability to work independently, take action where appropriate and anticipate opportunities.
• Pro-active approach to contributing to service improvement initiatives.
• Dealing effectively with call escalations, in an efficient and professional manner.
• Excellent time management skills and the ability to prioritise.

Desirable knowledge and skills are:

• Degree educated in a logical based subject.
• Previous experience of providing first line telephone and remote support in a busy environment.
• Strong first line support skills with Windows 10, Windows 7, Microsoft Office 2016 & 2010, Active Directory and Exchange.
• Current Microsoft accreditations.
• ITIL Foundation qualified.
• Basic networking and infrastructure skills.
• Experience of using Service Desk applications or similar data capture systems.
• An understanding of ITIL and Service Desk best practice, and experience working in an ITIL environment.
• Sound understanding of call management and ownership, with the confidence to adequately escalate issues.

Applicants should apply with an up to date CV and covering letter.