IT Service Desk Analyst

L1 IT Service Desk Analyst

Full Time

Permanent

Cosham, Portsmouth PO6 (5 days per week onsite in office M-F 9AM-5.30PM)

£26-28K basic + benefits

Are you an experienced L1 IT Service Desk Analyst looking for a new challenge?

Do you have a background in IT Service desk, ITIL practices and ITSM platforms along with knowledge of Windows OS, M365, Windows Server and app or database support?

Here at ARM we are recruiting for a full time permanent L1 IT Service Desk Analyst for a global IT services and consultancy client of ours.

Our client:

They're a leading business with a global reach that empowers local teams, and they undertake hugely exciting work that is genuinely changing the world. Their advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.

Reporting to: AI Digital System Analyst Team Lead

Overview:

Providing support during business hours (Monday to Friday 09.00 - 17.30)

Proactive Service Desk Analyst required to join existing team in keeping end-users operational and ensuring all systems and services are online and available

Expected to contribute to continuous improvement activities, working with the team to identify and improve internal processes to delight our customers.

Responsibilities:

Bell Integration is an IT Services company specialising in Infrastructure technology and services including IT life cycle management, Managed Services, and Consulting & Project Services. This role is focused on managing L1 tickets directly from internal Bell staff.

ACTIVITIES:

• Perform initial triage of incoming service calls/mails/alerts and make appropriate routing decisions
• Act as the first point of contact for incidents reported by phone, e-mail or by remote monitoring tools.
• Contribute ideas for continual improvement of service desk function and service delivery in general
• Help develop efficient service desk tools, policies and procedures
• Proactively drive tickets and workflow and assertively chase any tickets languishing in queues
• Monitor SLAs, escalate (and where possible help expedite) any threatened SLA breaches
• Provide reports and metrics
• Complete service desk tasks and administration as defined by the business
• Ensure all entries to the service management solution are accurate, concise and timely
• Be continually focussed, and maintain an ongoing understanding of the interdependencies that Problem, Change and Configuration Management processes have on good Incident Management.
• Pursue personal development of skills and knowledge necessary for the effective performance in the assigned role.
• Push the high-performance boundary by demonstration of unrelenting effort to close incidents, for known errors, without the need for functional escalation.
• Establish and maintain effective working relationships with customer contacts, colleagues and management taking task guidance from the Team Leader.
• Maintain an ongoing awareness of the customer base and the contractual service support and delivery entitlements.
• Ensure the level of service support reflects entitlement for all opened incidents. In the event of service support requested beyond entitlement, ensure timely engagement of the Team Leader for resolution.
• Maintain an ongoing awareness of all standard operating procedure (SOP) content keeping abreast of new releases or updates

COMPETENCIES-

• A strong interest in an IT Career
• Ability to work on your own initiative and learn new skills while following agreed operating procedures
• Positive and enthusiastic team player
• Excellent communication/customer service skills and experience
• Logical approach to problem solving
• Attention to detail
• Highly reliable and effective time manager

Qualifications:

Essential:

• Appropriate IT background and experience
• Appropriate customer facing/user support experience IT Tier 1 and 2
• Extensive knowledge of Microsoft 365
• Proficient with operating systems, including but not limited to Windows 10/11 and Windows Server 2012 - 2019
• Basic working knowledge of server infrastructure and networking
• Technical troubleshooting in cloud and On-Prem environments
• Experience working with ticketing systems such as ServiceNow
• Knowledge and understanding of working to defined SLAs
• Understanding of IT workflows/ITIL practices

Desirable:

• Experience of documenting processes and operational procedures
• General understanding of IT Infrastructure, Data, Voice (Teams), Security and Systems
• Full driving license
• ITIL Certification

Some of the benefits include:

• Healthcare and dental insurance
• Company pension is matched up to 5%
• 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days
• Life assurance - 4 x annual salary
• Cycle to work scheme
• Client prioritises internal development opportunities and offer access to our Udemy training platform with over 5000 training courses

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.