ServiceDesk Analyst - London

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ServiceDesk Analyst Role - London

Your role will be responsible for providing first and second line technical support to all of our client's employees in using their IT equipment and associated software. As part of the team you will be face of IT so excellent customer service is expected.

Technical Support

Respond to and track to all incoming calls, emails and IT enquiries to the Service Desk, triaging calls and ensure all relevant information is captured at point of logging.

Resolve incidents at first point of contact, where possible, or accurately assign to other resolver teams where appropriate.

Provide timely and accurate information to customers in order to efficiently resolve any issues

To maintain up to date understanding of technology used within the business to ensure that user issues are managed effectively and efficiently.

Essential Experience -

* Previous experience within a technical support role at 1st and 2nd Line

* Understanding and experience of formal Service Delivery approaches, systems and processes in a multi-site environment

* Good customer service skills, with the ability to interact professionally with all levels of internal and external contacts

* Experience of working to and reporting against SLAs

* Good working knowledge of a broad range of technologies including Microsoft Windows and MS Office

* Good communication skills both verbal and written

* Understanding and awareness of ITIL framework and processes

Desirable Experience -

* Previous working experience of ITIL Incident Management process

* An understanding of Microsoft products including Office365

* Understanding of technologies including Citrix and other cloud based products

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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