Job description

Job Purpose

We are currently seeking to recruit an IT Service Desk Analyst within our IT Unit Department to be based in our London office

The ideal candidate will be responsible for supporting the business with internal technical queries

Main Responsibilities

• Provide 1^st line and desktop support, focusing on the needs of our London based office 
• Following processes and procedures within our established ticketing system, including prioritisation, categorisation, and escalation of tickets as necessary
• Maintaining computer assets using automated tools, and providing reports to Local IT  Manager on devices and software status
• Documenting workarounds and supporting the maintenance of our shared Knowledge-base systems 
• Working closely with our Global Service desk team and Infra team to meet and achieve defined SLA and KPIs
• Installing new computer equipment, and rebuilding stock items
• Coordinate hardware and software issues with 3^rd party vendors

Skills and Experience

Relevant Skills/Characteristics

• Very customer focused with good verbal and written communication skills in a timely manner
• Ability to multi-task and manage workload efficiently
• Strong ticket management skills and understanding of ITIL processes
• Strong assets / license management skills
• Good communication skill with 3^rd party software/hardware vendors

Required Experience/Knowledge

Essential

At least 3 years experience working as On-site Service desk engineer for maintaining hardware (PC. Laptop, printer) and incident management (Windows, MS-Office, Web Browser,etc…)

Desirable

MCP Windows, or similar operating system certification

ITIL foundation certification

Experience of Manage Engine Service Desk Plus - ticket and asset management

Experience of QDP - Software deployment tool

Experience of SmartDeploy – Image deployment tool

Date Posted

14 January 2019

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