IT Service Desk Analyst

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This position requires an aptitude for working with applications, processes and systems to undertake analysis, diagnosis and resolution of issues which may be straightforward or prove to be more complicated and require assignment to the correct technical teams.Client DetailsMichael Page are delighted to be partnered with this manufacturer to support on the recruitment of a IT Service Desk Analyst.DescriptionWhat you'll be doing?As IT Service Desk Analyst you will be working with applications, processes and systems to undertake analysis, diagnosis and resolution of issues which may be straightforward or prove to be more complicated and require assignment to the correct technical teams.Key Responsibilities:Act as the first point of call for all incidents and service requests initiated by phone or self-service module in our IT Service Management Platform.Provide 1st and 2nd level support to site-based or hybrid working users. Resolve incidents and fulfil service requests within the documented service level agreements.Document first-time-fixes in the Knowledge Base for IT colleagues, and create FAQ and self-help fixes and documentation for our user-base in a language they will understand.Where you are unable to address or fulfil an issue or request, gather and record all trouble-shooting and fixes attempted in the ticket and assign to 3rd level support.Work towards achievement of stipulated KPI's and targeted metrics set out for the Service Desk.In a critical event, manage and support the Critical Incident Management process.Collaborate with third party suppliers with regards to the procurement of IT equipment and software.Manage the configuration and installation of new hardware and software such as laptops, PCs, ThinClients and some printer support.Deliver IT inductions to new starters which may include basic in-house training in MS Office applications as well as our IT Service Management Platform.Maintain asset information tracking changes as and when required, same for MS Office licensing compliance.ProfileKey Skills & Experience:Active Directory knowledge / User Access ManagementCyber SecurityBasic SAP knowledgeSCCMMimecastWebEx / Jabber SoftphonePerform daily system health checksExchangeThe ability to translate complex terminology to ensure it is audience appropriate.The ability to quickly understand bespoke applications in order to provide appropriate support to the business.Must have good judgement in handling serious customer complaints.Strong communication, interpersonal, analytic and technical skills.Strong working knowledge of SAP, Microsoft Office 2016 and SharePoint is desirable.Excellent level of literacy and numeracy is required.You must be an effective communicator, both verbal and written.You will have worked within an ITIL framework or be ITIL certified to V3 or V4.Job OfferSalary:£27,000Benefits:33 days holidayLife Insurance & Private Health care8% Pension Contribution