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Service desk analyst

  • Salary: £200 - £220 per annum
  • Job type: Contract
  • Location: Northampton, Northamptonshire
  • Sector: IT
  • Date posted: 19/10/2018
  • Job reference: BBBH90956

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Service desk analyst

3-6 months



Role Responsibilities:

  • Act as a single point of contact for phone calls and e-mails from staff regarding IT Issues and queries
  • Answering and responding to all phone calls in a friendly effective manner (working towards SLA <10% Abandonment rate)
  • Accurately record and prioritise Incidents and Service Requests against SLAs and resolution targets
  • Own and progress call queues and support tasks, ensuring timely resolution within SLA
  • Resolve escalated support calls from within the IT Service Desk
  • Carry out Morning & Evening checks
  • Providing support to global users
  • Resolving customer issues or escalating to support teams where necessary
  • Proactively look for ways to improve customer processes or support operations
  • Opportunities to get involved with a range of IT project work
  • To participate on a shift rota between 07:00 and 18:00 Monday to Friday
  • Promote team work and knowledge sharing
  • Create, maintain and review knowledge articles shared with all IT support teams


  • Previous IT experience working on an ITIL aligned Service Desk
  • Proven customer service experience with excellent written and verbal communication skills
  • Strong problem-solving and analytical skills with the ability to extract relevant information quickly and effectively
  • Experience of working in a fast paced office environment with the ability to work under pressure and manage multiple tasks at any one time
  • Experience of using a IT Service Management toolset to log incidents/request
  • Provided 1st/2nd line service desk support and worked with Windows 7/10, Active Directory, Exchange, MS Office & Outlook 2016
  • Exposure to ITIL framework


  • iPad / iPhone configuration and administration
  • Windows Mobile
  • Experience with Service Now
  • MCSE/MCSA or A+
  • ITIL Foundation

Will this role require FCA Approval? Yes ? No ?

Working Relationships:


  • 3rd Party Vendors
  • Business Partners


  • Users
  • IT Operations Team
  • Business Relationships Managers
  • Information Security
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