Service Desk Analyst / 1st line Support / Hybrid - Sanderson : Job Details

Service Desk AnalystEpsom, SurreyUp to £43k plus attractive benefits schemeHybrid working (3 days on site)

Service Desk Analyst required for a global business based in Epsom, Surrey.

The successful candidate will join a service Desk to provide 1st line support for Incidents and Service Requests as well as some 2nd and 3rd line support to specific services.

General responsibilities

• IT Support, first line (some 2nd line)
• Ensure all incidents and service requests are successfully logged and accurately identified, categorised, prioritised, diagnosed and managed in the Service Desk IT service management tool
• Keep detailed, accurate and consistent records for the teams' calls to ensure they are updated regularly, and that the customer is kept informed.
• Work with third parties and colleagues to investigate, accurately diagnose, analyse & resolve issues and service interruptions
• Customer Care / Collaboration / Communication
• Knowledge Management / Asset Management / Reporting & Regulatory
• Create and maintain all documentation (Customer facing and internal technical documentation) ensuring it is completed to a professional quality, checked for accuracy of grammar and spelling and reviewed prior to distribution.
• Ensure that all IT equipment the Service Desk manage is asset tagged and maintained accurately and consistently.
• Vulnerability Management
• Complete daily reports (when assigned) to ensure all active attacks and vulnerabilities are resolved and removed from the vulnerability report. Liaise with 3rd level teams where appropriate. This applies to client and mobile devices.
• Microsoft Power Apps: Work with other areas of our business in developing our productivity tool offerings ensuring best practice is undertaken and guidelines are adhered too.

Essential Skills

• Relevant experience in Service Desk support
• Working knowledge of ITIL framework
• Microsoft Windows 11 support and installation
• Microsoft Office and Office 365 skills
• Client patching and collection management using SCCM.
• Active Directory
• Strong documentation skills
• Ability to use remote control tools and provide effective telephone / remote support
• Experience providing PC support including image creation, building, configuring and troubleshooting PC hardware and software

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.