Location
Surrey
Package
£26,000 + Benefits
Job Type
Permanent Full Time

Duties/Responsibilities

We are currently recruiting for a Service Desk Analyst to join our team, based in Surbiton, Surrey.
 
Please note:  Only British Citizen's can be considered for this role as the successful candidate is required to pass security clearance.
 
The working hours are Monday to Friday on a 8am - 4pm and 10am - 6pm rotating basis.
 
Job Purpose:
  • The Service Support Analyst provides the 1st point of contact and ownership of all contact made to the IT service desk through email, phone call, or IT request portal
  • The role encompasses the co-ordination and resolution of any issue or request received into the department
  • The role acts as an ambassador for IT to the rest of the business and EMCOR’s clients
  • A 1st and 2nd line level of technical ability and awareness is required to cover the areas of support provided from this team.
Duties / Responsibilities:
 
  • Providing first line support, logged via telephone or email, to end users with a focus on excellent customer service. Following standard guidance and troubleshooting procedures. 
  • Ensuring tickets are not breaching SLA's and proactively managing open issues
  • Resolve technical issues (e.g. changing passwords/access rights, laptop and desktop issues, EMCORUK specific applications, printers, desk telephones and mobile devices) via LogMeIn, dealing with non-technical customers and executives
  • Primarily end user support in a Windows based environment but will be supporting 3rd party & in-house built applications for which training will be provided - Active Directory experience essential
  • Undertakes System Administration tasks for EMCOR products and services 
  • Monitoring IT Service Desk queue and proactively updating customers. 
  • Provide efficient administration for the IT Service Desk including order management, dealing with equipment suppliers, tracking equipment and reporting. 
  • Manage the process for joiner, movers and leavers of the business including sourcing hardware and setting up software requirements, disabling accounts and arranging return of equipment. 
  • Maintaining the asset database and provides asset management support to the IT Helpdesk Team Leader by way of identifying asset information, providing reporting analysis and updating key IT asset information
  • Creating and maintaining IT documentation, developing the EMCORUK IT knowledgebase with detail customer-facing documentation to a high standard, ensuring an increasing portion of tickets are resolved using the KB.
  • Provides the management & distribution of mobile, computing, & software assets based on approved requests from the business
 

Person Specification

  • The role would benefit from a foundation knowledge of ITIL v3 or v4 
  • A patient and “customer first” manner is essential for this role, with an aptitude for going the extra mile in order to complete the task on time, to a high standard
  • Prioritisation and planning is key to this role, with the role requiring the individual to manage their time effectively to provide successful outcomes, as per the department KPI’s
  • A proactive and “can do” approach is key to the successful outcome for the department and this role. 
  • Excellent communication skills and the ability to multi-task in order to carry out the job effectively. 
  • Ability to analyse problems quickly and offer solutions. 
  • Able to work on their own initiative, within established procedures and as part of a team. 
  • Previous experience in an IT Service Desk environment. 
  • Able to interact with customers from all levels of the business and translate technical jargon to non-technical people. 
  • Experience of troubleshooting network issues. 
  • Familiar with PC/laptop imaging technologies. 
  • Understanding of desktop security, anti-virus, and anti-malware. 
  • Experience of administering Active Directory, Exchange, Microsoft Windows 10, MS Office 365. 
  • Familiar with mobile telephony (knowledge of Android operating platforms, ability to navigate users around functionality, block devices and add features in an MDM platform). 

Benefits

  • Company Pension
  • Private Healthcare after 6 months
  • Company Sick Pay
  • 25 days holiday + Bank Holidays

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