Vacancies-IT Service Desk Analyst


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IT Service Desk Analyst

Location: Bristol Salary: Competitive

Industry: IT

Job Description

Frazer-Nash Consultancy provides a broad portfolio of engineering services to clients within the defence, civil aerospace, nuclear, power & energy and transport & industrial sectors and is one of the UK's largest independent systems and engineering technology providers, employing over 800 people in 9 locations throughout the UK and 3 offices in Australia.

The company provides innovative solutions to some of the most technically challenging engineering problems.

Building on our continued growth and ongoing success, we have an opportunity for an IT Service Desk Analyst to join the IT Support Group.

The purpose of the role is to provide first line end-user support and guidance for all technology systems and services utilised by the business in an Office 365 working environment. IT Service Desk Analysts are a key interface between the IT department and the rest of the business, and provide a valuable single point of contact for users.

Key Duties and Responsibilities:

  • Receive and log all support and service requests for the Service Desk, whether by phone, email, self-service or in person.
  • Provide categorisation, prioritisation and initial support to enable incident resolution, promptly escalating to second line where appropriate.
  • Resolution of incidents where possible, aiming to achieve a high first time fix rate.
  • Support for all IT systems and services, including desktops, laptops, general hardware, local and wide area networking, telecommunications systems
  • Taking end-to-end ownership of incidents, ensuring accurately and timely update are maintained in the service desk tool
  • Monitoring of Service Desk contact points across all means of communication in support of IT Services, ensuring availability to users in response of and the ownership of the final fix and closure of all incidents in your procession
  • To carry out any other reasonable management requested task

Requirements

Technical Competencies:

  • Experience of working on a user facing IT Service Desk
  • Windows 7/10 desktop support
  • Microsoft Office support (2013 or later)
  • General desktop support (PC Hardware, PC build, printers, etc.)
  • General IP networking skills (DHCP, DNS, ipconfig, etc.)
  • Use and knowledge of Service Desk environments
  • Reliable and trustworthy
  • Presentable, professional appearance
  • Patient, diligent and diplomatic 

Skills and Behaviours:

  • Excellent verbal communication skills, approachable, friendly
  • Good prioritisation and time management, able to balance competing issues to ensure the right problems are addressed first
  • Good written communication, able to quickly record details of problems and solutions as they arise. Can provide clear, concise written reports to other IT departments and external support when escalating issues
  • Able to work in a pressured environment in a calm and understanding manner, while focussing on resolving issues
  • A team player who will communicate and collaborate freely with colleagues and end users

Due to the nature of our work, successful candidates are required to gain security clearance. Please visit our FAQs for more information

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