ITSM Service Desk Analyst

Role Introduction:

The ITSM Service Desk Engineer provides second line technical support to end users within OneAdvanced. The role includes resolving technical IT incidents, troubleshooting IT infrastructure problems, and ensuring efficient and effective IT service delivery in an enterprise hardware and corporate applications environment.

What You Will Do:

The IT Service Desk Analyst is responsible for providing technical support and assistance to end-users within Advanced. The role involves troubleshooting and resolving IT-related issues, as well as providing excellent customer service to ensure end user satisfaction.

Key responsibilities of IT Service Desk Analyst include:

• Provide first-level technical support: Respond to incoming support requests via phone, email, walk up or ticketing system. Troubleshoot and resolve hardware, software and net-work related issues within agreed SLAs. Escalate complex problems to the appropriate IT teams if necessary.
• Perform Incident Management: Log all support requests and incidents accurately and thoroughly in the ticketing system. Prioritise and categorize incidents based on urgency and impact. Ensure that incidents are resolved within agreed-upon service level agreements (SLAs).
• Assist with software and hardware installations: Install, configure, and upgrade software applications and operating systems on end-user devices such desktops, laptops, printers, and other peripherals.
• Provide user training and guidance: Educate end users on basic IT procedures, such as password resets, software usage, and system access. Create and maintain user documentation and knowledge base articles to facilitate self-service support.
• Maintain Inventory and asset management: Track and manage IT assets, including hardware, software licenses, and peripherals. Conduct regular audits to ensure accurate inventory records and compliance with licensing agreements.
• Collaborate with IT teams: Work closely with other IT teams, such as network, systems and security, to resolve complex technical issues. Provide accurate and detailed information to assist in problem resolution and root cause analysis.
• Ensure excellent customer service: Deliver exceptional customer service by providing timely and effective communication, setting realistic expectations, and following up on support requests. Maintain a professional and courteous demeanour when interacting with end-users.
• Stay updated on technology trends: Keep abreast of emerging technologies, industry best practices, and IT service management frameworks. Continuously enhance technical knowledge and skills through training and self-study
• Adhere to a continuous improvement culture, share knowledge with peers and take responsibility for updating the Knowledge Base where appropriate.

What You Will Have:

• The ability to troubleshoot issues across networking, desktop, applications, mobile and other IT infrastructure systems using a methodical and logical approach.
• Be knowledgeable of ITSM practices and procedures
• Knowledge of enterprise-level IT systems and services
• Experience in co-ordination of issue resolution to agreed service levels and targets
• The ability to self-organise and prioritise workload
• Excellent communication and inter-personal skills
• A proactive approach to self-development

What We Do For You:

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most

• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger

Who We Are:

Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here