IT Service Desk Analyst (1st Line Support)
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IT Service Desk Analyst (1st Line Support)
Our Head Office IT Service Desk provides our national business with technical and functional support and incident management across core infrastructure components, business systems and user equipment, including bespoke applications and systems.
This is the first point of contact for all calls and the team must ensure all calls are answered and issues are logged, diagnosed and resolved/escalated where applicable within agreed SLA timeframes.
This is an exciting role for a customer-focussed individual to join our energetic IT Service Desk to provide high quality, effective incident management and fulfilment of our customers' requests.
What will you do?
Receiving and logging calls on behalf of users
Routing calls to appropriate teams
Providing technical assistance to users
Controlling and monitoring IT systems
Pro-actively keeping customers updated
Providing onsite and remote Desk Support
Maintaining Service Level targets
Installation of software and hardware
Managing incidents, requests and problems
Assisting with End User training
Setting up accounts and completing the administration associated with this
What will you need?
Previous Service Desk experience within an ITIL environment
A positive, proactive manner with excellent customer service skills and experience of following procedures and guidelines
Excellent verbal and written communication skills, along with good planning and organisational skills
Self-initiative and the drive to provide great customer service
A basic understanding of IT systems (servers, networks and printing devices)
A committed can-do attitude
Previous experience of providing first-line support
Able to work to tight deadlines in line with a Service Level Agreement environment
Strong analytical skills and the ability to work effectively on your own and in a team environment
Experience of using appropriate IT technology, methods, principles and equipment such as:
Win8 / Win10
Laptop / desktop support
Basic Networking knowledge
Active Directory
Incident management systems
Experience of using the following IT technology would be desirable:
Lotus Notes
MAC
Cisco Phone Systems or other similar system
MS SharePoint
A positive, proactive manner with excellent customer service skills and experience of following procedures and guidelines
Excellent verbal and written communication skills, along with good planning and organisational skills
Self-initiative and the drive to provide great customer service
An in-depth understanding of IT systems (servers, networks and printing devices)
A committed can-do attitude
Previous experience of providing first-line support
Able to work to tight deadlines in line with a Service Level Agreement environment
Strong analytical skills and the ability to work effectively on your own and in a team environment
Experience of using appropriate IT technology, methods, principles and equipment such as:
Lotus Notes
MAC
Win8/Win10
Cisco Phone Systems
Basic Networking knowledge
Active Directory
MS SharePoint
What do we offer?
£22,000 - £27,000 per annum (subject to experience)
An additional 10% of your annual salary as a non-contractual London Weighting benefit
30 days holiday per annum (pro rata, including Bank Holidays)
A contributory pension scheme
10% discount on all Lidl products, in all stores throughout the UK
Access to corporate discounts on a range of products and services (including holidays, home and garden products, leisure activities and more)
Initial training and on-going development from an experienced team member
Brilliant opportunities to take on more responsibility and long term career prospects
Please note your employment is conditional upon the Company's receipt of satisfactory references and if requested by the Company, a satisfactory Disclosure and Barring Service check.
