Service Desk Analyst

  • Department: IT Support
  • Location: Leatherhead
  • Salary: £25,000 - £30,000

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Description

Closing date is 29th August but we would encourage early applications

Salary £25,000 to £30,000 pa depending on experience

We operate a hybrid working policy. This role would be based from our Leatherhead office for 2 days per week.

The Frazer-Nash Consultancy Service Desk are the internal primary contact for all Frazer-Nash staff. We take great pride in the quality and service we give our users and the business. Within the team we constantly look for ways to evolve and change how we provide support.

Responding to user communications, requests and problems you will co-ordinate with teams within IT to ensure that service outages are correctly communicated to the business or affected users

Duties will include:

  • Resourcing of staff to provide cover to the service desk according to agreed core business hours
  • Break/Fix resolution
  • Processing and delivering routine service/change requests
  • O365 Service Health Dashboard monitoring
  • Password and user management administration
  • Service level performance reporting
  • Administration of the Joiners, Movers and Leavers process (Access Management)
  • Escalation of issues to internal teams and managed service providers where applicable, maintaining the ownership of all incidents till the point of resolution
  • Implementation and management of user governance procedures, and liaison with other departments where necessary, e.g. HR for joiners/mover/leaver procedures
  • Develop and maintain knowledge and skills and keep up to date with new processes, procedures, and developments

Requirements

Essential Requirements:

  • Windows 10
  • Microsoft Office 365
  • Active directory
  • Group Policy management
  • Telecommunication trouble shooting (technical contact for escalations to WAN provider)
  • General IP networking skills (DHCP, DNS, ipconfig, etc.)
  • Reliable and trustworthy
  • Presentable, professional appearance
  • Patient, diligent and diplomatic
  • Pro-active, resourceful and able to use initiative

Desirable Requirements:

  • IT Framework qualification e.g. ITIL V3/4 Foundation
  • Experience of working on a user facing IT Service Desk
  • Excellent verbal communications skills.
  • Approachable, friendly, and able to talk easily with colleagues and users
  • 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
  • Willingness to develop knowledge and learn new skills
  • Diligent, organised and goal oriented, understands the importance of service level agreements and will work to achieve them

Happy to talk flexible working

With benefits to suit your lifestyle, we have a flexible approach to your location and working arrangements.

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