SERVICE DESK ANALYST £31000 + COMPANY BENEFITS EAST GRINSTEAD

Bridge Recruitment are currently working with a well-established membership organisation who are dedicated to promoting and supporting leisure travel facilities across almost 2700 locations throughout the UK and Europe. They are seeking to recruit a Service Desk Analyst to join their growing team.

PURPOSE OF ROLE:

To provide assistance to all Head Office and Site based staff in a professional and customer-focused manner in line with customer needs, following defined processes and meeting service level agreements.

KEY TASKS & ACCOUNTABILITIES:

● Record and prioritise all service requests into the Assyst service management tool, ensuring all relevant information is recorded accurately and in line with the incident management process.

● Provide user support for all hardware and software issues including incident resolution, installation\implementation and guidance\training.

● Monitor, manage and progress all service requests in an efficient and professional manner, restoring normal working service as quickly as possible.

● Escalate incidents to appropriate teams\individuals in line with the incident management process, ensuring users are informed of the progress of their requests.

● Log incidents with 3rd Party Suppliers and monitor their progress against SLA and, if required, escalate incidents using the pre-defined escalation process.

● Work individually and as a team to ensure that all individual and team KPIs are met.

● Ensure that all user requests are resolved within agreed Service Levels.

● Major Incidents - work alongside the Service Desk Team Lead to provide regular user updates in line with the Major Incident process.

● Create procedure documents and update the Knowledge Base in line with defined processes. ● Assist with the implementation and support of projects as required.

● Represent the operational interests of users to IS staff.

● Keep up to date with the latest developments in desktop technologies, products and processes.

REQUIRED SKILLS:

● At least 1 years' experience of working on a busy Service Desk providing 1st and 2nd line support to at least 250 users

● Troubleshooting and resolving hardware, software and networking issues over the phone

● Experience of providing support for:

▪ Microsoft Windows 10 ▪ Active Directory ▪ Remote working ▪ Hardware builds/re-imaging ▪ Citrix virtual Desktops ▪ IP Telephony

ESSENTIAL SKILLS & EXPERIENCE:

▪ Service Level Agreements ▪ Individual and Team performance targets ● Good communication and excellent customer facing skills ● Proactive, excellent organisation and timekeeping skills ● Flexible, enthusiastic and self-motivated ● Well-developed problem solving skills ● Good team player but also able to work on own initiative ● Quick learner, ability to follow documented procedures ● Able to cope with a busy Service Desk working under pressure ● Good all round hardware and software knowledge

DESIRABLE SKILLS & EXPECTATIONS:

● ITIL Foundation or a good working knowledge of ITIL ● Assyst (or similar IT service management software) ● Google Workspace/Gmail ● Avaya telephony ● Microsoft SCCM ● SAP