Overview

IT Service Desk Analyst

Location: Basingstoke

Salary: £24,000 – £26,000

My client based in Basingstoke is looking for an IT Service Desk Analyst to come on board and join their team. You will be responsible for the day-to-day analysis and resolution of incidents and requests, ensuring that SLA’s are met, and tickets are kept up to date, to service and interface with users within the business. Ensuring that BAU Services are available day-to-day for the business by supporting and maintaining the user, desktop, peripheral and software environment.

Responsibilities

IT support, training, and orientation for new technology users.

Identify, recommend, develop, and organise the implementation of help sheets, guides, and end user training to increase computer literacy and self-sufficiency.

Troubleshoot, or organise repair when necessary, for IT equipment.

Perform fixes at desktop level including installing and upgrading software and hardware.

Track user inventory and status for desktop hardware and software throughout the Group.

Maintain stock of IT equipment and accessories, purchase new or replacement equipment and parts, as necessary.

Assist in identifying, analysing, and monitoring trends with requests and incidents.

Identify updates and improvements to processes and system workflows to the Group IT Service Desk Supervisor to improve the delivery and support of services and products.

Escalate incidents and requests where appropriate and necessary to the Group IT Service Desk Supervisor and Group IT Service Desk Manager.

Skills

3yrs+ experience in an IT Helpdesk/Service Desk role who understands ticketing

Understands the Microsoft stack – Windows 10 / Server 2012-2019 / Office365 – and networking

Strong understanding of Windows Desktop Environments and AD.

Experience supporting Windows desktop and peripherals environment.

Strong customer service skills, incident analysis and prioritisation, and effective communication.

Strong Microsoft products background knowledge.

Network knowledge and troubleshooting skills (LAN, VPN, TCP/IP).

Strong organisational and time management skills.

Ability to define issues and requests, collect data, establish facts, and draw valid conclusions.