IT Service Desk Analyst Job Description Template
Our company is looking for a IT Service Desk Analyst to join our team.
Responsibilities:
- Experience of supporting in house developed applications;
- Providing IT (laptops and home users) and telephony (Skype for Business, Apple and Android mobile phone) support;
- Assisting in running checks and providing daily IT checklist reports relating to system applications, AV equipment and IT infrastructure;
- Proactively looks for improvement areas as part of continuous improvement process;
- Capturing, logging and dealing with calls, emails and self-service actions to the IT Service Desk;
- Contributes to creation of support documentation;
- Following agreed procedures, identifies, registers and categorises incidents;
- To support a variety of custom made/bespoke applications, Microsoft applications and desktop applications;
- Provide 1st and 2nd line support to all users in the business;
- Previous experience working in a customer focused environment dealing with both internal and external stakeholders;
- To take full ownership of issues and always be willing to find answers to all questions addressed to them;
- Plus a variety of off-the-shelf industry tools;
- Support the problem management process and assist with managing root cause analysis of common, recurring and high severity incidents;
- Deal with all queries, incidents coming through and provide solutions where possible, owning the resolution of each customer query;
- Proactively look for ways to improve customer processes or support operations including the creation of support documentation.
Requirements:
- Strong technical skills across Microsoft Office 2016 products, ideally with a MOS qualification in Word and Excel;
- Ideally have a minimum of 1 year experience within IT;
- Ability to work independently across multiple groups in a rapidly changing environment;
- Understanding of Oracle products relevant to the retail industry;
- Incident Diagnosis and problem solving skills within an IT environment;
- Microsoft or other technical certification;
- Experience and understanding of Microsoft Office programmes including Word, Excel, SharePoint, Outlook and Dynamics;
- Ability to work under tight time constraints;
- Experience of working within an ITIL environment , understanding how the end to end process works;
- Good network knowledge (WAN / LAN);
- ITIL Foundation (V2 or higher);
- Strong customer service ethos;
- Understanding of MAC OSX & iOS (including MDM tools);
- Excellent interpersonal communication and negotiation skills, both verbal and written;
- Must have the ability to work on their own but also be able to contribute to team meeting or within collaborative projects.