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IT Service Desk Analyst

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Big Red Recruitment

3mo ago

  • Job
    Full-time
    Expert Level
  • Software Engineering
    IT & Cybersecurity
  • Manchester

AI generated summary

  • You need 12 months in IT help desk, strong communication and customer service skills, experience with Microsoft tech (Windows 11, O365), basic networking knowledge, and ITIL awareness.
  • You will handle IT issues for users, log and troubleshoot calls, escalate when necessary, prioritize incidents, maintain high customer service standards, and engage in project work.

Requirements

  • At least 12 months’ experience of working on a busy IT Help Desk / 1st line support role
  • Excellent communication and interpersonal skills
  • Excellent customer service skills
  • Experience of supporting Microsoft technologies (Windows 11 O/S, O365, MS Office, Active Directory)
  • Understanding of TCP/IP and basic networking
  • ITIL awareness

Responsibilities

  • Provide a single point of contact for internal users across the UK and Europe on all IT related issues.
  • Be responsible for logging calls, troubleshooting broad ranging IT problems, and escalating any calls to 2nd & 3rd line technical support teams and relevant third parties.
  • Have full ownership of the calls that you take and will be responsible for prioritising incidents quickly whilst providing high standards of customer service in line with agreed SLA’s.
  • Get involved in various project work alongside the IT support you provide.

FAQs

What is the primary role of the IT Service Desk Analyst?

The primary role is to provide a single point of contact for internal users across the UK and Europe on all IT-related issues, logging calls, troubleshooting problems, and escalating issues as necessary.

What level of experience is required for this position?

At least 12 months of experience working on a busy IT Help Desk or in a 1st line support role is required.

What are the core technical skills needed for this role?

Candidates should have experience supporting Microsoft technologies such as Windows 11 operating system, O365, MS Office, and Active Directory, as well as a basic understanding of TCP/IP and networking.

Is customer service a significant aspect of this role?

Yes, excellent customer service and interpersonal skills are essential as the role involves providing high standards of customer support.

Is ITIL awareness important for the Service Desk Analyst role?

Yes, having awareness of ITIL practices is beneficial for this position.

Will the Service Desk Analyst have opportunities to work on projects?

Yes, due to the company’s dynamic growth, there will be opportunities to get involved in various project work alongside IT support tasks.

Where is this position based?

The position is based in Manchester city centre.

How does the company support career development for the Service Desk Analyst?

The company offers a great culture with a strong team ethic, encouraging long-term IT career development.

What should candidates do if they feel they fit the role?

Interested candidates should get in touch with the company to express their interest in the position.

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Big Red Recruitment

We specialise in Technology, Digital & Transformation recruitment.

Human Resources
Industry
11-50
Employees
2001
Founded Year

Mission & Purpose

Big Red Recruitment specializes in connecting businesses with talented candidates across various sectors, including engineering, IT, and finance. Their ultimate mission is to provide exceptional recruitment services that enhance both client success and candidate satisfaction. The company aims to foster long-term relationships by understanding the unique needs of each client and candidate, ensuring a perfect match that drives growth and innovation. By prioritizing transparency, integrity, and responsiveness, Big Red Recruitment seeks to make the hiring process efficient and effective for all parties involved.