IT Service Desk Analyst

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Are you an experienced IT Service Desk with exceptional customer service skills?

We are looking for an IT Service Desk Analyst to join our fun loving and highly professional team based at our head office in Portsmouth. Our Service Desk team support over 1000

Wiggle CRC staff and deal with on average 40 queries each, per day, in order to ensure our IT solutions’, allow our business to run smoothly.

What will you be doing:

Our IT Service Desk is an integral part of the Wiggle CRC business and acts as a gateway for IT users to engage with the IT department. The work completed within this team ensures that all staff at Wiggle CRC have what they need to perform within their role.

Roles and Responsibilities

                                                                                          Performing first time fix on incidents raised to the team in a professional manner.

                                                                                          Provide first line telephone and ticket-based IT and application support to the Wiggle business

                                                                                          Performing service requests raised to the team including accounts set up, software installations and physical desk moves.

                                                                                          Manage the change management process and attend a Change Acceptance Board when required.

                                                                                          Pro-actively identify problems and trends and propose solutions and recommendations to optimise systems performance and stability.

                                                                                          Renew or procure services on behalf of the IT department where required by following the purchase order process

                                                                                          Provide reports on IT performance to senior members of the Wiggle business.

                                                                                          To assist in transition process from either an internal or external IT development team into IT support.

                                                                                          Create and maintain IT support documentation where missing or incorrect.

Personal Specification and competencies:

                                                                                          Windows 7 and Windows 10 administration experience.

                                                                                          Basic network and / or database skills (SQL)

                                                                                           Active Directory and Office 365 exposure.

                                                                                          Sharepoint

                                                                                          Knowledge and understanding of ITIL.

                                                                                          Excellent customer service skills and a willingness to deal directly with users either by phone or face to face.

                                                                                          Excellent written skills are essential

                                                                                          Experience at working in a busy support environment

                                                                                          Evidence of process improvement to increase efficiency must be shown.

Does this sound like the perfect job for you? Fantastic, please click to apply.