Service Desk Analyst
Posted 2 days ago by Infoplus Technologies UK Ltd
Negotiable
Undetermined
Undetermined
Reading, UK
Summary: The Service Desk Analyst role focuses on delivering exceptional IT customer service while collaborating with the Incident Management Request Fulfilment team to enhance incident resolution efficiency. The position involves first-line support for IT issues, managing calls from internal employees, and ensuring accurate logging and tracking of incidents. Additionally, the analyst will provide hands-on support in the Digital Drop-in Clinic and contribute to team success by sharing knowledge and best practices.
Key Responsibilities:
- Providing an excellent IT customer experience and improving incident resolution times.
- Contributing to team success by demonstrating Thames Water values and sharing knowledge.
- Being the first contact for IT issues and providing support to management.
- Receiving, logging, and managing calls from internal employees via various channels.
- Improving incident resolution times and increasing first-time fix rates.
- Providing 1st and 2nd line support for IT-related incidents.
- Taking ownership of user incidents and communicating progress in a timely manner.
- Updating the Service Now ticketing system accurately and promptly.
- Providing hands-on support within the Digital Drop-in Clinic and managing IT equipment swaps.
Key Skills:
- Professional qualifications desirable (ITIL).
- ServiceNow knowledge is a bonus but not essential.
- Knowledge of security processes.
- Familiarity with key technologies including Windows 10, Windows 11, Office365, SSCM, Intune, Azure/Active Directory, MFA, SSPR, PowerBI, LAPS, and Bitlocker.
Salary (Rate): undetermined
City: Reading
Country: UK
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.
- 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.
- 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.
Qualification and Experience required
- Professional qualifications desirable (ITIL)
- ServiceNow knowledge a bonus but not essential
- Knowledge of Security processes
- Knowledge of the following key technologies:
- Windows 10
- Windows 11
- Office365
- SSCM
- Intune,
- Azure/Active Directory
- MFA
- SSPR
- PowerBI
- LAPS
- Bitlocker