IT Service Desk Analyst


Premium Job From 2MES

Recruiter

2MES

Listed on

11th June 2019

Location

Scunthorpe

Salary/Rate

£18000 - £21000

Type

Permanent

This job has now expired please search on the home page to find live IT Jobs.

IT Service Desk Analyst
Reports to: IT Infrastructure Manager
Salary: £18,000 - £21,000 PA
Hours: Full-time/Perm
Location: Scunthorpe Based Nisa is an award-winning group which helps independent retailers flourish in the retail market by distributing quality and competitive food at scale. Our ethos is to support communities around the UK, by helping independent retailers make a true difference to their local area. This role is broadly split between providing day to day end user and device support coupled with operational maintenance for existing IT systems and associated infrastructure equipment. In addition to this, the role will require administrative management of the IT Service Management platform. This will encompass providing problem diagnosis, documentation, implementation, administration, support and maintenance of a variety of hardware, software, security, and network products throughout all sites and related services across the Nisa business and its associated infrastructure estate. Close working relationships with all IT teams and business functions is essential. Occasional out of hours' works will be required along with a standard Rota. Key Result Areas
Provide the internal customer facing function of the IT Department in the support of all end user devices and peripherals in addition to providing escalation of requests, incidents, operational changes and service transition for the applicable IT Teams
To achieve and maintain professional standards across all aspects of the role in respect of work undertaken, and deal with staff at all levels of the business and external contacts in a manner appropriate to their needs Job Knowledge
Knowledge and experience of current Microsoft operating systems and applications. Specific Areas of Work
Providing first-line investigation and diagnosis
Resolving incidents/service requests when first contacted whenever possible
Escalation of incidents/service requests that they cannot resolve within agreed timescales
Ensure problems are effectively managed identifying root cause with effective actions to reduce future incidents
Conducting customer/user satisfaction call-backs/surveys as agreed
Communication with users - keeping them informed of incident progress, notifying them of impending changes or agreed outages, etc.
Assist in preparing, maintaining, and upholding IT procedures
Updating the CMS under the direction and approval of service asset and configuration management
Where necessary, liaise with third-party support and IT equipment vendors
Where required support equipment moves out of hours including re-cabling and furniture relocation Job Skills and Competencies
A self-starter who is highly motivated and able to solve problems
Analytical thinking and deductive reasoning
Strong customer care skills
Technically curious
Ability to communicate both technically & non-technical at all levels
Excellent attention to detail, ownership & delivery
Ability to work in a team-oriented, collaborative environment
Ability to manage multiple priorities & work unsupervised Work Conditions
Occasional evening and weekend work to meet deadlines.
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
Physically able to participate in training sessions, presentations, and meetings. This Job Description describes key areas of the post but is not exhaustive. The Job Description is subject to review and amendment in line with the needs of the business. Due to the amount of applications we receive, if we have not contacted you regarding this vacancy within 4 weeks of applying please assume you have not been successful. In order to apply for this role, please click 'Apply' to continue your application. Please ensure you include details of your current remuneration package.

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