Service Desk Analyst

As a Service Desk Analyst you will work alongside a team of 8 in the service desk team, providing support on Incidents, problem tickets whilst communicating with the business and providing timelines and frequent updates.

What will you be doing:

• Working in a team of 15 globally to deliver technology operations to a SaaS business
• Monitoring the IT Service Desk Queue’s (Email, Calls, Self Service and workgroup queue) and ensures the SLA/SLO targets are maintained
• Maintain and improve current toolset as well as updating where required
• Logging, classifying and prioritising incidents and service requests via Service Desk software
• Analysing incidents/problems received via the Service Desk
• Furthering automation capabilities within the team drawing from past experiences
• Work with wider tech teams to engage and deliver tech improvements across the business
• Point of escalation for the Service Desk Team

• In house training provided and cross skilled project work available

  
  

• Excellent communication skills
  
• Previous experience with VMWare, Windows preferable
  
• High attention to detail
  
• A commitment to quality and a thorough approach to the work
  
• Flexible attitude, ability to perform under pressure
  
• Passion for Technology and getting ‘under the bonnet’
  
•  MCSE / ITIL certifications desirable
  

• Local Area Networks – TCP/IP, VLANs, switches, cabling;
  
• PC: Windows XP, 7, 8, 8.1 &10  (Linux and MAC knowledge is also welcome)
  
• PC peripherals – and mobile phones, printers, VoIP etc.
  
• Knowledge of Active Directory, Windows Server, Powershell etc.
  
• Knowledge of Anti-Virus and Encryption software preferable
  
• WSUS

What we offer:

• A yearly budget and the opportunity to build your own flexible benefits package
• Work as part of a geographically distributed team, with colleagues in UK and Singapore
• Fast-paced, agile work environment and the opportunity to work with our impressive clients