Service Desk Analyst - Welwyn Garden City

Job Title: Service Desk Analyst 

Remuneration: Base Salary GBP19,000 - GBP22,000 dependent on experience.

Hours: Alternating weeks of 08:00 to 17:00 and 09:00 to 18:00

What we are looking for:

-       A self starter with a genuine enthusiasm towards a career in IT. The Service Desk teams are viewed as key members of the support and development of company systems, and so provides members with a fantastic platform for being considered for a variety of future IT roles.

The role entails:

-       Providing first level technical and application support using experience, diagnosis, and knowledge articles to provide advice guidance and solutions.

-       Receiving and logging request and incidents, either to resolve at first touch, or by assignment to appropriate support team members for further investigation.

-       Supporting the use of company wide applications such as Microsoft Exchange Online, Microsoft 365, and RDB Pronet.

-       Setting up user accounts in Active Directory and configuring Outlook.

-       PC building, repairing and upgrading.

-       Installing approved software.

-       Assisting in office moves.

Required knowledge and skills are:

-       A genuine interest for a career within IT.

-       Two years of continuous employment in the last five years providing first line support in a technical environment

-       High level of computer literacy including a good working knowledge of Microsoft applications with a capability to provide support for Windows 10, Microsoft 365, and Active Directory.

-       Excellent communication skills with the ability to communicate clearly and effectively interact with others at all levels via face to face, on the telephone, and written means.

-       The ability to elicit and disseminate complex technical information from end users. 

-       A logical approach to problem solving, and a drive to provide the solution without sacrificing on quality.

-       A Positive attitude and a confidence in your own technical skills.

-       The ability to work independently, take ownership, and take appropriate action.

-       A proactive 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.

-       A full driving licence for occasional site visit and projects.

Desirable knowledge and skills are:

-       Degree educated in a logical based subject.

-       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.

Next steps

To be considered for this role please apply with an up to date CV and we will be in touch.