IT Service Desk Analyst

at  Richmond and Wandsworth Councils

About Us
Job Title: IT Service Desk Analyst
£29,562 - £47,830 p.a. Salary will be decided according to the skills and experience.
36 hours per week, covering shifts from 8am and 6pm weekdays
Permanent
Location: Hybrid role, Fairfield Annex, Wandsworth/Working from home
Are you a competent or aspiring IT Service Desk analyst? The IT Service Desk provides first line IT support to council staff working for the London Boroughs of Richmond and Wandsworth. This role will provide you with the opportunity to work within a professional IT service and as a representative of the service you must be of smart appearance, committed to customer care and be able to work with minimum supervision. Can you provide IT support and great customer service to our internal customers?
About The Role:
Experience: Do you have a proven track record of delivering high quality IT Service Desk support, working on a Service Desk supporting a 1000+ user, multi-site environment?
Knowledge: You will support Windows 10 and 11 operating systems. You will be able to support and work with Microsoft 365 products. You will be working in line with defined Service Level agreements.
You will be knowledgeable of IT Service Management Software (eg. TopDesk).
Skills: As well as excellent proven customer service skills, you will be articulate, have an excellent telephone manner and confidence in dealing with people at all levels and from diverse backgrounds. You will possess a pro-active approach to customer support and be able to work cooperatively with colleagues in different teams.
You will be able to absorb complex technical information and communicate effectively at all levels to both technical and non-technical audiences.
You will be articulate and have a methodical approach to problem solving.
In addition to excellent interpersonal skills, both verbal and written, you will be self motivated with commitment, drive and enthusiasm.
You will possess a “can do” attitude with the ability to work on your own initiative or as part of a team.
Qualifications: You will have a record of educational achievement in IT related disciplines including ITIL foundation certification.

ESSENTIAL QUALIFICATIONS, SKILLS AND EXPERIENCE

• Knowledge of Service Desk Management Software (eg. TopDesk).
• Experience and Windows 10 and 11 operating systems
• Experience of working to and achieving results within defined Service Level Agreements.
• Highly customer focused, articulate, excellent telephone manner and confidence in dealing with people at all levels and from diverse backgrounds.
• Track record of educational achievement in IT related disciplines including ITIL foundation certificate.

Please refer the Job description for details