IT Service Desk Analyst

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Are you a Service Desk Analyst who prides themselves on delivering a VIP service? Then this role may just be for you!

We have an exciting opportunity for an IT Service Desk Analyst to join our London Support Office, this is a unique role as you will be the stand-alone IT support to our Executive Teams (CEO) in our London office as well as the Marketing, Sales and Film functions, independently from the rest of the IT Service Desk team who are based in Manchester.

What's on offer?

Competitive pay plus yearly performance bonus

Film card giving you unlimited cinema visits

33 Days Holiday (Inclusive of Bank Holidays)

Pension

Loads of social events!

The Role?

To perform a customer facing role focused on delivering a VIP service to the Executive users in our London office.

Utilise active listening techniques to understand and interpret customer requirements when logging calls, prioritising them against agreed SLAs

To utilise problem analysis techniques to diagnose and rectify technical problems and queries including and not limited to hardware and software including ODEON's business applications

To work within the Incident Management Process, Service Request, and Major Incident Process and escalate any calls not achieving the SLA level or require additional support in order to resolve the issue

Creation of knowledge based documentation and training material

Keep colleagues updated and develop strong relationships with all areas of the business & external suppliers.

Data and record management, to maintain additions and deletions of users and user information.

What does it take?

Experience of working in a Service Desk role supporting senior up to CEO level colleagues.

Experience of working with the following is essential: MS Office/ 365, Google, AD. Cisco phone system, OSX knowledge also optional.

Experience in carrying our routine configuration/installation and reconfiguration of hardware and software

Effective in identifying and resolving issues by seeking relevant data and diagnosis of possible causes

Strong work ethic with a sense of ownership and accountability - working outside of core hours as required

Effective in identifying and resolving issues by seeking relevant data and diagnosis of possible causes