ITSM Service Desk Analyst

at  OneAdvanced

Role Introduction:
ITSM Service Desk analyst is a key role in our 1st line support desk, ensuring colleagues across the business are supported in their requests into Business Technology. Whether it’s our CRM applications or hardware, the role holder will play a key part in helping resolve requests to a satisfactory conclusion and support colleagues improve our service ongoing. The role is based in our Birmingham office.

What You Will Do:

• Provide first-level technical support: Respond to incoming support requests via phone, email, walk up or ticketing system. Troubleshoot and resolve hardware, software and net-work related issues within agreed SLAs. Escalate complex problems to the appropriate IT teams if necessary
• Perform Incident Management: Log all support requests and incidents accurately and thoroughly in the ticketing system. Prioritise and categorize incidents based on urgency and impact. Ensure that incidents are resolved within agreed-upon service level agreements (SLAs)
• Assist with software and hardware installations: Install, configure, and upgrade software applications and operating systems on end-user devices such desktops, laptops, printers, and other peripherals
• Provide user training and guidance: Educate end users on basic IT procedures, such as password resets, software usage, and system access. Create and maintain user documentation and knowledge base articles to facilitate self-service support
• Maintain Inventory and asset management: Track and manage IT assets, including hardware, software licenses, and peripherals. Conduct regular audits to ensure accurate inventory records and compliance with licensing agreements
• Collaborate with IT teams: Work closely with other IT teams, such as network, systems and security, to resolve complex technical issues. Provide accurate and detailed information to assist in problem resolution and root cause analysis
• Ensure excellent customer service: Deliver exceptional customer service by providing timely and effective communication, setting realistic expectations, and following up on support requests. Maintain a professional and courteous demeanour when interacting with end-users
• Stay updated on technology trends: Keep abreast of emerging technologies, industry best practices, and IT service management frameworks. Continuously enhance technical knowledge and skills through training and self-study
• Adhere to a continuous improvement culture, share knowledge with peers and take responsibility for updating the Knowledge Base where appropriate

What You Will Have:

• Ability work with colleagues in the business in a professional manner
• Capability to problem solve; undertaking or designing tests to eliminate possible issues and working quickly and efficiently towards a solution
• Good communication verbal and written, being able to operate at all levels and articulate messages to a variety of different audiences. Understand people and cultural differences to build good relationships with colleagues
• Capability to follow infrastructure, support and procedural documentation
• Keen willingness to work with others in the team and wider department on technologies within your field of expertise
• Understanding of Incident, Problem and Change Management within the ITIL framework
• Ability to work within an SLA driven environment and to consistently meet personal and team targets
• Driven, self-motivated ability to work unsupervised on tasks to a high standard
• Ability to manage multiple tasks simultaneously in a busy service desk environment
• A thorough and responsible attitude towards security and IT governance
• Basic understanding of physical computing devices, components, and peripherals

What We Do For You:

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

Recognition – Highlighting and rewarding the great work our people do

• Values Awards – Our quarterly employee-driven initiative to highlight and reward the people in the organisation who embody our values the most
• Clear Review – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

Who We Are:
We are one the UK’s largest tech companies, and our products sit at the heart of some of the country’s best-known businesses. We’ve grown phenomenally quickly with a £275m turnover and 2,800 employees supporting over 25,000 customers. We hire for potential. We want to make sure we have the best people for the job and provide genuinely equal opportunities for our people to thrive. Our recruitment process is designed with inclusion and equity at its core.
Find out more about the next steps once you’ve applied here - careers.oneadvanced.com/how-we-hir

• Provide first-level technical support: Respond to incoming support requests via phone, email, walk up or ticketing system. Troubleshoot and resolve hardware, software and net-work related issues within agreed SLAs. Escalate complex problems to the appropriate IT teams if necessary
• Perform Incident Management: Log all support requests and incidents accurately and thoroughly in the ticketing system. Prioritise and categorize incidents based on urgency and impact. Ensure that incidents are resolved within agreed-upon service level agreements (SLAs)
• Assist with software and hardware installations: Install, configure, and upgrade software applications and operating systems on end-user devices such desktops, laptops, printers, and other peripherals
• Provide user training and guidance: Educate end users on basic IT procedures, such as password resets, software usage, and system access. Create and maintain user documentation and knowledge base articles to facilitate self-service support
• Maintain Inventory and asset management: Track and manage IT assets, including hardware, software licenses, and peripherals. Conduct regular audits to ensure accurate inventory records and compliance with licensing agreements
• Collaborate with IT teams: Work closely with other IT teams, such as network, systems and security, to resolve complex technical issues. Provide accurate and detailed information to assist in problem resolution and root cause analysis
• Ensure excellent customer service: Deliver exceptional customer service by providing timely and effective communication, setting realistic expectations, and following up on support requests. Maintain a professional and courteous demeanour when interacting with end-users
• Stay updated on technology trends: Keep abreast of emerging technologies, industry best practices, and IT service management frameworks. Continuously enhance technical knowledge and skills through training and self-study
• Adhere to a continuous improvement culture, share knowledge with peers and take responsibility for updating the Knowledge Base where appropriat