Service Desk Analyst
Posted 3 days ago by Infoplus Technologies UK Limited
Negotiable
Undetermined
Undetermined
Reading, England, United Kingdom
Summary: The Service Desk Analyst role focuses on delivering exceptional IT customer service by managing incidents and requests from Thames Water users. The position involves troubleshooting a variety of IT-related issues, providing first and second line support, and ensuring timely communication regarding incident status. The analyst will also contribute to team success by sharing knowledge and best practices while utilizing the Service Now ticketing system for effective incident management.
Key Responsibilities:
- Provide excellent IT customer experience and support to Thames Water users.
- Work closely with the Incident Management Request Fulfilment team to enhance information quality for 3rd party support teams.
- Receive, log, and manage calls from internal employees via various channels.
- Troubleshoot IT-related incidents, including software and hardware issues.
- Take ownership of user incidents and communicate progress in a timely manner.
- Provide hands-on support within the Digital Drop-in Clinic and assist with equipment moves.
- Update the Service Now ticketing system with accurate notes and progress.
Key Skills:
- Professional qualifications (ITIL) desirable.
- Knowledge of ServiceNow is a bonus but not essential.
- Understanding of security processes.
- Familiarity with Windows 10, Windows 11, Office365, SSCM, Intune, Azure/Active Directory, MFA, SSPR, PowerBI, LAPS, and Bitlocker.
Salary (Rate): undetermined
City: Reading
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Main Accountabilities / Outputs You’ll be providing an excellent IT customer experience to the required standards, working closely with the Incident Management Request Fulfilment team to improve the quality of information to be used by 3rd party support teams to improve the incident resolution times. Contribute to team success, by demonstrating Thames Water values, sharing knowledge and best practice. Being the first-time contact for IT issues from the Thames Water user community, also providing support to management. Receiving, logging, and managing calls from internal employees via telephone, email, self-service, and Digital Drop-in Clinics. Continually improving the incident resolution times and identifying opportunities to increase first time fix rate. 1st and 2nd line support - troubleshooting of IT related incidents from in-house software, O365 suite to hardware issues such as mobile phones, Laptops, PCs, printers etc. Take ownership of user incidents and follow up the status of incidents on behalf of the user and communicate progress in a timely manner. Within the Digital Drop-in Clinic, providing hands-on support, swapping out of IT equipment. This can grow to office and equipment moves, taking ownership of user incidents, and follow up on the status of incidents on behalf of the user, and communicating progress in a timely manner. Update the Service Now ticketing system, ensuring the call has been logged and all notes, progress and required actions have been input promptly and accurately.