Service Desk Analyst

BDS Recruitment are looking for a a Service Desk Analyst to join our Client's thriving IT team on an initial agency basis until September with likely extension.

The role will be primarily based at our the head office in Kings Cross with 1 day per week from home.

Rates starts from 171 per day umbrella based on a 35 hour week.

Duties:

• Technical Support: Provide first-line troubleshooting for hardware, software, and network issues, resolving problems like Microsoft Office glitches, PC configurations, and access management.
• Customer Engagement: Respond to queries via phone, email, or ServiceNow, offering clear guidance and escalating complex issues to second-line teams when needed.
• Incident Management: Prioritize and document incidents, ensuring resolutions align with SLAs and monitoring performance metrics for continuous improvement.
• Knowledge Sharing: Maintain and update knowledge bases with solutions to common issues, supporting colleagues and streamlining future problem-solving.
• Asset Management: Track IT assets (laptops, desktops, mobiles) through their lifecycle, from setup to end-of-employment processes.

Criteria.

• A qualification in a related field

• Experience in a service desk or telephone support role, with proficiency in ServiceNow or similar ticketing systems.

• Strong troubleshooting skills for Microsoft Office, Outlook and basic PC hardware/software configurations.

• Excellent communication skills, with the ability to explain technical issues to non-technical users.

Desirable:

• Familiarity with Active Directory, Azure, Office 365, and remote support tools.

Please apply now for immediate consideration.