IT Service Desk Analyst

Kenneth Brian Associates are supporting our client, a prestigious employer in the Epsom area, with recruitment for an experienced IT Service Desk Analyst.

Working as part of a small team, the role of IT Service Desk Analyst has responsibility for providing 1^st line support for incidents and service requests, as well as some 2^nd and 3^rd line support. The role provides support face to face onsite as well as remotely via Teams and telephone.

Specific responsibilities will include:

• Ensure all incidents and service requests are logged and accurately identified, categorised, prioritised, diagnosis and managed in the Service Desk IT service management tool
• Providing updates within agreed timescales
• Keep detailed, accurate and consideten records
• Work with third parties and colleagues to investigate, accurately diagnose, analyse and resolve issues and service interruptions, and to resume normal service as soon as possible
• Escalate requests where necessary to the appropriate person, team or service provider
• Identify and report recurring incidents
• Ensuring a high level of service is provided to all users

To be considered for this role, you will need:

• Previous experience in a service desk support role
• Working knowledge and understanding of ITIL framework
• Troubleshooting and problem resolution skills
• Experience of Microsoft Windows 11 support and installation
• Microsoft Office and Office 365 skills
• Client patching and collection management
• Active Directory experience
• Strong relationship building skills and a focus on providing excellent customer service
• Ability to use remote control tools and provide effective telephone/remote support
• Experience providing PC support
• Able to manage own workload and prioritise competing priorities

This role is hybrid, 3 days in the office and 2 from home. Shift pattern between 7am-6pm, with one in four weekends.

Due to location, you will need to have your own transport.

We look forward to receiving your application.