Service Desk Analyst

Location West Malling
Salary: £32000.0
Contact name: Felicity Handley

Contact email:
Job ref: 6405
Published: 11 days ago
Our client, a market-leading not-for-profit organisation, is currently recruiting for a dynamic Service Desk engineer to join their Support team. The Service Desk engineer will be at the forefront of delivering technical assistance to our 600+ internal customers at a 1st and 2nd Line level,

Responsibilities for the Service Desk engineer
  • Provide 1st line support via telephone, ITSM tools, Email and walk-ins for all IT, Network, Telephony, Remote Access & desktops along with support of Incidents and Service Requests
  • Provide 2nd line support via telephone, ITSM tools and deskside for all issues escalated from 1st line and working with 3rd line teams where necessary to facilitate resolution
  • Log and perform analysis including accurate prioritisation of all Incidents and Service Requests
  • User Administration activities across IT-controlled systems, including unlock/resets and starters/leavers

Key Skills & Experience for the Service Desk engineer
  • Minimum 2 years experience in previous Service Desk and Desktop roles, which includes knowledge of Incident & Service Request disciplines (ITIL Foundation desirable)
  • Strong analytical & problem-solving skills with great attention to detail
  • Knowledge & experience of PC hardware/software setup and configuration, including Windows 10/11, mobile device management (MS InTune & Defender desirable), Active Directory, Office & ITSM logging tools
  • Strong written and spoken communication skills

Please apply as directed!