Position: Service Desk Analyst
Contract Type: Fixed Term until end December 2025
Location: Ryton-on-Dunsmore – Hybrid working (3 days office based)
Grade: 2

ABOUT THE ROLE:

To be a first point of contact for internal and external customers for all IT related incidents, acting as a liaison between customers and other IT teams whilst maintaining the highest levels of customer service. Working in a fast paced environment you will be responsible for driving performance improvements and efficiencies against agreed Service Level Agreements (SLA’s) and in line with Company processes and procedures.

• To capture and log of incidents raised with the Service Desk via phone, Service Management Tool, Email or face to face
• To ensure that all calls are logged and updated on the call logging system in line with the Service Desk processes and procedures
• To assess, triage, research, assist and where possible (in line with Service Desk procedures) resolve reported incidents
• Provide end to end ownership of incidents ensuring that all necessary steps are taken and that users are kept up to date on progress at regular intervals, through to resolution to the end user’s satisfaction
• Ensure that all incident descriptions and updates are captured in a clear, concise, legible and cohesive manner
• Follow defined incident processes to ensure that incidents are assigned to the correct IT team for resolution
• To handle all incidents with a consummately professional attitude, in line with Service Desk processes and procedures
• Comply with Service Management principles as defined by the Head of IT Service Management
• Adhere to all IT policies, processes and procedures
• Comply with Company quality management, risk management, information security policies and procedures, in line with Service Desk processes and procedures
• Identification and communication, via the correct channels for areas for continual service improvement
• Ensure that the correct incident escalation processes are adhered to and communicated to, where necessary, the IT Support Teams, Service Management, IT Management, Partners and the Business
• Maintain & create of knowledge base documentation, in line with Company documentation standards
• To provide, as necessary, required IT training, support and advice to end users, to referral to other departments
• Incidents and requests are handled according to agreed Operation Level (OLA’s) and Service Level Agreements (SLA’s)
• To work effectively and productively with 2nd & 3rd line support
• Provide support and assistance for all Company provided IT equipment and applications
• Ensure that Asset Management records are kept up to date, in line with Company Policies and Procedures
• Ensure that all monitoring tasks and system checks are carried out in accordance with Service Desk processes and procedures
• Provide on-site Service Desk support at weekends on a rota basis
• Any other tasks as directed by line manager

WHAT WILL YOU NEED TO DO NEXT?

If you meet the requirements for this role and are looking for your next career move, submit your application to us along with an up-to-date CV