Service Desk Analyst

The Service Desk Analyst can work unrepentantly and part of their team to ensure that all performance targets are adhered to. Resolutions are provided effectively, in a timely manner and with proactive communication to ensure customer satisfaction. The Service Desk Analyst helps resolve user issues with computer hardware and software for internal colleagues. They provide exceptional standards of support to all our internal customers and support a variety of assets, products, services and platforms, acting as a the single point of contact for all IT incidents and service requests. Using excellent problem solving and analysis skills they can determine the full scope of the user’s issue and how to resolve it. Exceptional standards of customer service are achieved by acting in a proactive and reactive manner with a strong commercial awareness.

Core Responsibilities

**Incident & Service Request Management**

Responding to requests and meeting SLAs

**Asset Management & Configuration**:
Maintain the Asset Register for tracking, logging and correcting information to protect the organization's software and hardware assets & components.

**Continual Improvement**:
Adopts & engages with agreed processes and new process improvements. Feeds into process efficiency and common ways in which processes are improved and optimized. Can spot or identify obvious issues with current processes for improvements.

**Customer Service Management**:
Resolves user requests & support tickets. Empathizes with the end user and has a strong commercial awareness. Use customer-focused metrics to achieve a satisfactory outcome. Builds relationships with colleagues across the organisation.

**Problem Management**:
Demonstrates an understanding of and can identify problems, analyzing and helping to identify the appropriate solution and understanding the root cause. Can classify and prioritize problems, document their causes and implement remedies. Reduce the frequency & impact of incidents.

**Ownership & Initiative**:
Owns an issue through to mitigation or resolution, escalating if additional support is required.

**Service Focus**:
Has a good understanding of our different Technical & Digital products and services to provide support to our end users.

**ITIL Framework**:
**Service Reporting**:
Foundational use of reports to understand Key Performance Indicators (KPIs) in our products or services.

**User Experience**:
Puts users first, prioritizes their needs while managing competing priorities. Understands users, identifies who they are and what their needs are. Has a strong commercial awareness and analyses user requirements/issues to propose solutions to resolve those needs for internal & external users. Ensuring colleagues can work anywhere and have a consistent experience. Provide VIP support for the Leadership team.

**Requirements**:
Technical Services Responsibilities
- Provisioning hardware and software for our End Users and ensuring secure connectivity to our systems and networks.
- Providing technical support for hardware, software, access and connectivity issues by answering technical queries and assisting users
- Administration and maintenance of approved software systems that Tech Services have responsibility for.
- Ensuring appropriate accessibility by updating user account information, resetting passwords, and ensuring roles-based access where applicable.
- Managing access to systems including the Microsoft 365 portfolio
- Responsibility for documenting the configuration of our systems.
- Managing access to information and controlling access to that information.
- Performance improvements through analysis and tuning to remove bottlenecks.
- Policy implementation to monitor and enforce compliance across the organisation; ensuring work is carried out in line with security best practices.
- Avoiding service interruptions or outages by performing system installations, updates, and maintenance procedures.
- Responding to alerts raised by end point protection systems and Security Operations Centre (SOC).
- Ensuring work is carried out in line with security best practices.
- Managing and maintaining meeting room technology and equipment.
- Intermediate administrative knowledge of Active Directory, Windows OS, Microsoft 365 Admin, Halo ITSM Platform, Intune/MEM, Mimecast, Webroot. Can resolve most known support tickets.
- Foundational knowledge of Crowdstrike & Google and can perform basic support and administration tasks.

**Skills / Proficiencies required**:

- Excellent communication skills - both verbal and written
- Excellent organizational skills with the ability to manage responsibilities and respond to internal and external requests in a timely manner, and multi-task, as required.
- Is proactive and takes accountability.
- Demonstrated experience of providing high quality customer support.
- Demonstrated experience supporting Microsoft Office 365
- Understanding of digital product architecture.
- Experience working in Mic