IT Service Desk Analyst

Our Global FTSE 250 client are urgently seeking an IT Service Desk Analyst to join their team on a 9 months fixed term contract basis.

As the IT Service Desk Analyst, you will be responsible for providing first/second level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfilment processes.

Role accountabilities for an IT Service Desk Analyst:

• Act as a single point of contact for users regarding IT issues and queries
• Receiving, logging and managing tickets via the Manage Engine Tool
• Maintaining an Asset Database and tracking changes
• 1st and 2nd line support - troubleshooting of IT issues
• Escalate breached calls and high priority incidents
• Log all calls in the Service Desk Call Logging system
• Be active in shift left activities to the service desk
• Working with multiple teams and ITOC SME/ technical specialist to review alerts

Skills and Experiences:

• Experience Supporting Office 365, Active Directory
• Minimum of 1 years previous experience in Contact Centre, Service Desk or similar environment
• Excellent communication/interpersonal skills
• Flexible and adaptable to changing business needs and processes
• Ability to prioritise/schedule work
• Good Analytical skill in problem solving