Service Desk Analyst Job Description

Service Desk Analyst Job Description Template

Our company is looking for a Service Desk Analyst to join our team.

which might affect the company’s performance;
Managing Incidents through to resolution;
Assist with extended service desk cover on the weekend on a rotational basis;
Provide initial response support to the Meggitt sites in the UK;
Coaching and mentoring more junior team members, including service desk engineers;
Providing an all round mixture of 1st and 2nd line duties;
To keep users informed of progress (especially post SLA breach);
Ensuring that all Customer calls are answered promptly and handled professionally;
Ability to troubleshoot minor incidents and log onto customer devices remotely;
Show initiative and pro active approach when dealing with queries;
To resolve those incidents/service requests classified as First-Line-Fix, i.e. password resets and account reactivations/deactivations etc;
Manage a caseload of incoming service requests daily;
Answering calls and emails from users;
Providing a high level of first time fix for all incidents;
Tracks and documents detailed history of lifecycle of service requests.

Active Directory;
Flexibility to work weekends to provide extended service desk cover (1 in 5 weekends);
Knowledge of the ITIL framework desirable;
Customer and business focused at all times;
Willingness to work unsociable hours;
Answering calls and emails from users;
Good to expert knowledge on Windows Operating systems (Windows 10);
Windows 10 experience;
Basic computer skills and literacy;
Patching servers;
A clean driving licence is essential for this role as you may be requested to attend a supported site outside the M25;
Previous experience working in a Service Desk/ 1st Line Analyst capacity with an unerstanding of ITIL;
Ability to build effective relationships with all colleagues, peers, and staff at all levels;
Microsoft System Centre Service Manager;
Previous experience working in a Building Society.