Service Desk Analyst

at  Hays Recruitment

WHAT YOU’LL NEED TO SUCCEED

Are you experienced in 1st/2nd Line IT Support? Do you have a passion for excellent customer service? We want to hear from you!

We are seeking dedicated IT Support professionals to join a dynamic Service Desk team, delivering top-notch support to users across multiple sites. In this role, you’ll be responsible for:

• Resolving incidents and fulfilling service requests from users across a variety of locations.
• Providing troubleshooting and support for a range of IT services, systems, and software, including Windows-based applications and industry-specific tools.
• Supporting and deploying IT hardware, such as PCs, laptops, mobile devices, printers, and other peripherals.
• Assisting with business changes such as site openings, office relocations, and other operational adjustments.
• Communicating effectively with users of varying technical proficiency, via phone, email, and ITSM tools.
• Logging, triaging, prioritising, and managing support tickets, ensuring they align with SLAs.
• Taking ownership of support requests, keeping users informed, and striving to continually improve service delivery.
• Participating in knowledge-sharing and staying up to date with new systems and technologies.
• Identifying trends and collaborating with leadership to reduce avoidable incidents and improve overall satisfaction.
• Monitoring IT systems and networks, escalating issues when necessary.
• Supporting the transition of new systems and projects into operational support.
• Participating in on-call rotation to provide out-of-hours support when required.

ESSENTIALS SKILLS & EXPERIENCE

• At least 4 years of experience in a similar IT support role.
• Excellent customer service skills and a professional approach to user support.
• Strong technical expertise in areas such as MS Windows, MS Office, Active Directory, Intune, Office 365, and Mobile Device Management.
• The ability to quickly diagnose issues, understand their impact, and take appropriate action.
• Excellent time management, organisational, and prioritisation skills, with the ability to work collaboratively in a team environment.
• A full UK driving licence is required for occasional travel.

WHAT YOU NEED TO DO NOW

If you’re interested in this role, click ‘apply now’ to forward an up-to-date copy of your CV, or call us now.
If this job isn’t quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C’s, Privacy Policy and Disclaimers which can be found at hays.co.u

We are seeking dedicated IT Support professionals to join a dynamic Service Desk team, delivering top-notch support to users across multiple sites. In this role, you’ll be responsible for:

• Resolving incidents and fulfilling service requests from users across a variety of locations.
• Providing troubleshooting and support for a range of IT services, systems, and software, including Windows-based applications and industry-specific tools.
• Supporting and deploying IT hardware, such as PCs, laptops, mobile devices, printers, and other peripherals.
• Assisting with business changes such as site openings, office relocations, and other operational adjustments.
• Communicating effectively with users of varying technical proficiency, via phone, email, and ITSM tools.
• Logging, triaging, prioritising, and managing support tickets, ensuring they align with SLAs.
• Taking ownership of support requests, keeping users informed, and striving to continually improve service delivery.
• Participating in knowledge-sharing and staying up to date with new systems and technologies.
• Identifying trends and collaborating with leadership to reduce avoidable incidents and improve overall satisfaction.
• Monitoring IT systems and networks, escalating issues when necessary.
• Supporting the transition of new systems and projects into operational support.
• Participating in on-call rotation to provide out-of-hours support when required