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Service Desk Analyst

  • Salary: Negotiable
  • Job type: Contract
  • Location: Bedfordshire
  • Sector: IT, Other
  • Date posted: 28/03/2018
  • Job reference: J384071A

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Role: Service Desk Analyst

Location: Tempsford, Bedfordshire

Duration: 3 months

Rate: £17.00ph

My Client is looking for a Service Desk Analyst to be a single point of contact for all IT related issues and requests. This position will be based in Tempsford for an initial 3 month contract.

This role will also require shift work; working - 7-330pm, 8-430pm, 930-6pm.

Purpose of the role:

To ensure an efficient and professional service is provided to meet the customer demands within the agreed service levels and business priorities. To coordinate appropriate responses including: resolving issues and change requests at first point of contact (telephone/email/face-to-face), channelling requests when required for help to appropriate resolver groups for resolution, monitoring progress, and keeping users informed of progress.


  • Demonstrate experience in providing excellent customer service
  • Supporting and using Windows desktop operating systems
  • Administration of Microsoft Active Directory
  • Supporting and using Microsoft desktop applications such as Office and Outlook etc.
  • Working as part of a support team in a customer focussed environment
  • Experience of working to agreed timescales and targets
  • Experience of prioritising customer requests and invoking escalation processes
  • Experience of designing and documenting processes and procedures


  • Knowledge of desktop hardware, components and peripherals
  • Knowledge of Windows 7 operating systems
  • Good knowledge of Microsoft desktop applications
  • Knowledge and understanding of customer care within an IT environment
  • Knowledge of IT Service Desk or other call logging systems
  • IT Service Management awareness

Personal Qualities

  • Strong customer focus when taking actions or making decisions
  • Understands the importance of providing excellent customer service & strives for continued improvement
  • Analytical approach to problem solving
  • Attention to detail, ensuring nothing is overlooked
  • Excellent verbal and written communication skills for effective dialogue with customers over the telephone.
  • Strong team skills, whilst able to work independently with minimum supervision.
  • Able to absorb new information rapidly and apply effectively
  • Able to clearly articulate technical issues and activities to both technical, and non-technical staff
  • Strong relationship management approach, with good interpersonal and negotiation skills


  • Excellent telephone manner
  • Strong verbal and written communication skills
  • To be able to apply principles of active listening
  • Able to use desktop software i.e. word, email, excel
  • Must be an effective team-worker
  • Able to work independently with minimum supervision
  • Able to plan, schedule and monitor own workload

Qualifications & Training

  • Experience in working within a Service Desk / Customer Service environment
  • Customer Service training
  • Desirable education to HNC level, or equivalent professional qualifications or experience
  • Desirable relevant technical training certification e.g. A+, NVQ.
  • Desirable ITIL Foundation

If you believe you are suitable for this role, please send in your CV

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