Service Desk Analyst

Service Desk Analyst
Our service desk plays an essential role in providing all members of staff with the stable and reliable IT environment they need. As a Service Desk Analyst, you will use your understanding of how systems work together to provide rapid and friendly answers to queries your customers may have, mainly face to face and via our ticket logging system. You will accurately log all incidents and requests that you handle. This is a busy role where you'll be expected to meet daily performance targets.

The Role:
* Ensure all new tickets received are entered correctly in a timely manner
* Ensure the correct process is followed throughout the lifetime of the ticket and correct status is used throughout
* Responsible for the prioritising of tickets based on their severity and the customers' SLAs
* Be the first point of contact for all walk ups, logging new tickets and updating customers on the progress of on-going tickets
* Have sufficient 1st line support confidence to be able to answer questions raised on tickets and to ask relevant questions
* Analytical thinking & systematic approach to troubleshooting
* Experience working with and troubleshooting MS Office applications, Windows OS, Mac OS X, Adobe applications and Multi-Functional Printers

Personal Attributes:
* Must display a high level of professionalism and organisational skills whilst under pressure
* Must be assertive, flexible and confident when dealing with people both internally and externally
* Must have excellent customer-facing skills and enjoy telephone interaction
* Must have high attention to detail and be able to follow a published procedure
* Demonstrate an ability to multi-task
* Excellent communication skills and time management

Key Skills:
* Must have previous experience of working at an IT Service Desk
* Basic hands-on technical skills/2nd line experience preferred
* Microsoft Windows 7- 10
* OS X
* Active Directory
* Mobile Device management
* Multi-functional devices
* Documentation
* ITSM tools or ticket logging systems


LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.

Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.