Service Desk Analyst

• Permanent
• £20,000 - £26,000
• London (Office based with one day a week working from home)

Closing date for completed applications: 19th April 2024

An exciting opportunity has arisen for a Service Desk Analyst to join one of the UK's largest housing organizations!

Working as part of a dynamic team, the Service Desk Analyst is responsible for providing 1st line support for all colleagues in relation to technology issues and requests. In this role, you'll provide first-line support for technology issues, communicate effectively across multiple channels, troubleshoot IT problems, analyse system performance, and maintain detailed Service Desk records.

This role will be specifically aligned to the Service Management function that sits within Enterprise Services and Security. Your commitment to delivering top-notch customer service, whether virtually or in person, will be key to the team's success.

Key Experiences Required:

• Previous Service Desk/Help Desk Experience
• Hands on knowledge / experience of MS Intune/Autopilot, Azure AD, Sharepoint, Azure AD, Mobile support for iOS/Android OS mobile devices
• Experience of using ITSM tools such as Cherwell, ServiceNow, Service Desk plus, Halo etc.
• ITIL Foundation Level knowledge or Higher (desirable)
• Hands on knowledge of Telephony, including mobile devices and within Microsoft Teams
• Well-organised approach to work planning and time allocation to tasks, always providing great and efficient customer service and support to multiple business areas
• Excellent communication (written and verbal) and interpersonal skills
• Ability to explain technical issues to those with non-technical backgrounds

Responsibilities:

• Provide frontline technical support across multiple business areas for all software applications and end user computing hardware
• Perform troubleshooting and issue resolution activity at the end-user computing and back-end environments, including but not limited to installing and upgrading hardware and software, databases, telephony, desktops and mobile devices
• Provide technical support service for incidents and requests reported via the ITSM toolset, telephone, MS Teams and face-to-face (including Tech Bar)

**Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.