Job Description

The Service Desk Analyst is responsible for maintaining the communication channels with the customer and the IT department and providing the first point of contact for technology issues, requests and incidents, along with providing first line support which includes troubleshooting and resolving issues within their remit.

The Analyst is responsible for responding to incidents and requests reported to the Service Desk from multiple channels (phone, email, self-service and in person) and the life cycle management of incidents, queries and problems, including directing of requests to appropriate functions for resolution, monitoring progress and keeping users informed of progress, along with accurately documenting user’s details, problems and resolutions and other pertinent information in the log.

The Analyst will be expected to proactively manage targets and ensure effective and efficient responses in a high call volume environment and will contribute to increasing the delivery of ‘first time fixes’.

They will also need to be an excellent communicator who can support our users in a friendly, open manner. Most importantly, they will strive to offer outstanding customer service and provide a professional and efficient gateway into the IT department for Persimmon staff.

The role involves both a reactive and a pro-active approach to the delivery of service and is focused on maintaining and improving the levels of service that the IT function provides to the business.

Successful candidates will be required to work between 08:30 and 17:30 Monday to Friday and provide additional cover as required.

As our Service Desk Analyst, you will need to identify problems quickly and build good relationships with our customers. You must have experience of working on a busy Technical Service Desk environment providing 1st line support for a broad range of critical systems and services. We are looking for an individual who values excellent customer service and is passionate about our user needs.

Required Knowledge, Skills, and Abilities

· Intel based end-user hardware · MS Active Directory · MS Exchange 2016 · MS Office Suite 2016 · MS Outlook 2016 · Powershell · MS Windows 10 · AutoCAD · Adobe Creative Suite · Strong Software/Hardware troubleshooting · Printer installations and troubleshooting · Network TCP/IP troubleshooting · Windows Server troubleshooting · VMWare · Android - Mobile Device Management · Anti-Virus products · Voice Systems · Service Desk or Incident Management Software (any)