Service Desk Analyst

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