Connecting Talent to opportunity

Connecting Talent to opportunity

IT Service Desk Analyst

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Job Description:


IT Service Desk Analyst
Location: Hybrid working - Remote and Maple Cross
Contract until End of December 2022
Inside IR35

PURPOSE:

As a member of the IT Service desk team, you will provide 1st line technical support to Skanska UK employees. The role is desk based and involves being logged onto the telephone system and logging incoming calls via emails. You will be expected to manage the logging and resolution of IT technical faults and enquires, monitoring progress and keeping customers appraised of events.

KEY RESULT AREAS:

  • Log, track and resolve incoming incidents and service requests from end users via telephone, portal, email and walk-ins.
  • Identify and carry out any immediate corrective action that can resolve or contain the issue directly. Using technical and problem solving skills to resolve 70-80% of all incoming calls.
  • Accurately record all call details onto the IT Service Management tool, making sure all customer details are checked and updated where necessary.
  • Monitor and escalate progress to the severity of the issue as appropriate.
  • Utilize diagnostic tools, FAQ's and knowledge bases to aid in troubleshooting.
  • Co-ordinate the assignment of 2nd and 3rd line issues to the appropriate team for speedy resolution.
  • Recommend information for inclusion in the knowledge base.
  • Be able to offer general advice, points of contact and guidance on all available IT services.
  • Work with other members of the team on a rota basis to ensure the Service Desk is continually staffed during operational hours.
  • Maintain and record accurate customer contact details and other relevant documentation.
  • Carry out the role in line with IT policies and procedures.
  • Work with other members of the team on a rota basis to ensure the Service Desk is continually staffed during operational hours
  • Ensure familiarity and compliance with the UK IT Risk Management process and procedures and undertake IT Risk training and awareness as required.

SUCCESS MEASUREMENTS:

  • Logging all incoming contact via the Service Desk.
  • All calls are managed efficiently, and regular updates are provided and entered into the IT Service Management tool.

SKILLS & EXPERIENCE:

  • To be considered for this role, you must have 2 years' experience in an IT service support environment, which includes experience of administering and providing support for the following:
  • Microsoft Windows 10 operating systems.
  • Support deployment, management and support of Microsoft Office 365.
  • Web applications.
  • PC, Laptop and Printer hardware.
  • iPhones and iPads.
  • Active Directory services.
  • Able to work in a fast-paced environment that is intent on delivering solutions to its customers in a timely manner.
  • Demonstrate commitment to service quality and customer focus.
  • Enthusiastic, participative style capable of gaining the commitment and support of others and building strong, productive team relationships.
  • Good self-discipline, including a willingness to observe technical standards and a commitment to effective documentation.
  • Methodical approach to planning and completing work to strict deadlines.
  • Well-developed communication skills including a clear, concise style of presentation in oral and written work.
  • Strongly self-motivated and able to work with minimum direct supervision.
  • Trustworthy with sensitive information.
  • Flexible approach to the content and hours of work.

CORE COMPETENCIES:

  • Deliver results
  • Improve our business
  • Communicate
  • Collaborate
  • Develop yourself
  • Job Type

    Contract, Full Time

  • Work Authorisation

    No

  • Industry Sector Other