1st Line Service Desk Support Analyst - Nottingham

Job Type:
Cloud & Infrastructure
Job reference:
18 days ago

1st Line Service Desk Support Analyst - Nottingham

£27,000pa + £5000pa On Call Allowance (On-Call Rota is 1 Week in 8) + Full Benefits Package + Career Development.

Nottingham City Centre + Hybrid Working also - 6 Week Rota (3 x Weeks at Home then 3 x Weeks in the Office)

This role requires the flexibility to do rotational day shifts between 06:00 and 19:00

This established and well known Legal company ranked No 1 in the UK, are seeking a committed and professional Service Desk Analyst to offers 1st Line Support to their UK wide user base.

Reporting to the Service Desk Delivery Manager, you will be required to cover a 6 week rota which incurs 3 x Weeks remote working from home, then 3 x Weeks office based in Nottingham City Centre.

The Service Desk is supported from 6am till 7pm and you will cover this on a day shift rota also.

There is an excellent £5,000pa added to your basic salary for Out of Hours support and this rota requires that you will be on call 1 week in 8.

Key Functional Skills Required:

  • Strong communication, empathy, courteous and polite, excellent telephone manner, stakeholder engagement
  • Excellent verbal, listening and written communication expertise
  • An exceptional Service Ethic
  • Attention to detail, problem identification and calm and precise resolution skills
  • Flexibility to do rotational shifts between 06:00 and 19:00
  • Documentation writing and cultivating an accurate knowledge base
  • ITIL awareness and/or an ITIL Certification

Technical Skills Required:

  • ServiceNow or similar Helpdesk / Service Desk Software experience - Heat, Remedy or TopDesk etc
  • Experience working with MS Office 365, Active Directory
  • Active Directory, Group Policy, Azure Active Directory / Azure AD
  • Microsoft Windows 10 / 11 and Office 365
  • Experience with hardware break/fix including Mobiles, Laptops / Desktops / Handheld Devices & Peripherals

Description of this Post:

  • You will receive, register, and process requests for service/support, following agreed procedures and set standards.
  • Use your knowledge and learned skills, to systematically interpret user problems, identify solutions and fixes
  • Use your experience to address user problems and interrogate databases for solutions.
  • You will be required to escalates complex or unresolved incidents to senior IT Engineers.
  • Record and track issues from outset to conclusion.
  • Act methodically to respond to, day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA's) and information security requirements.
  • Respond to common requests for service by providing information to enable fulfilment.
  • Maintain records, informs users about the process, and advises relevant persons of actions taken.
  • Ensure you comply with the IT organisation requirements, processes, procedures, and policies.
  • Share knowledge and expertise with others, coaching and supporting team members as required.
  • Maintain knowledge items to ensure that they are current, relevant, and valid.
  • Be security conscious, ensure familiarity and co-operation with all security policies and procedures

This client are proud to be tagged as a "Great Place to Work" by current staff and they will offer you an inclusive, collaborative atmosphere to develop your skills as part of a thriving team with opportunities to be grasped for your future.

Call Experis IT today for more information on 0121 712 8715

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