IT Service Desk Analyst

<p><br><strong>JOB DESCRIPTION</strong> <br><strong>Job Title: IT</strong> Service Desk Analyst<br> <strong>Reporting to:</strong> Service Desk Manager<br> <strong>Location:</strong> Ashford</p><br><br>Overall Objective<br><br><ul><li><br>To work as part of the UNA IT Service Desk team to provide a high level of support and service to the English language user community of Europe and Africa-Middle East, which will often include visitors from international sites, in response to incidents, requests and project work arising on supported computer applications and platforms.</li></ul><br><br>Main Responsibilities<br><br><p><br><strong>Decision Making Authority</strong></p><ul><li><br>Troubleshoot and provide first level support on Service Desk calls spanning a wide range of applications, systems and hardware.</li><li><br>Create detailed service desk calls in AskMe (ServiceNow) tool, monitor, chase resolver groups and keep user informed of progress through the lifecycle of the call, from inception through to resolution.</li><li><br>Build/rebuild workstations to company specifications.</li><li><br>Asset Management, including the deployment and collection of redundant IT equipment and the accurate updating of inventories.</li><li><br>Provide basic user training for new starters and for new equipment.</li><li><br>Assist users with IT equipment location moves around the site.</li><li><br>Project work: Application and new equipment rollouts, audits.</li><li><br>Day-to-day Service Desk activities including: dealing with contractors, managing the Service Desk email inbox, phone calls, chats, walk-ins and AskMe unassigned queue.</li><li><br>Keep abreast of IT activities, changes and outages.</li><li><br>Attend team and company meetings and provided training to develop relevant knowledge and skills and to adhere to Environment, Health and Safety policy.</li><li><br>Take part in/support company events when required.</li><li><br>Adhere to company policies.</li><li><br>Support the production environment for which wearing Personal Protective Clothing is essential.</li></ul><br>AskMe call placement is fundamental in reducing SLA.<br><br>Required Competencies<br><br><ul><li><br>Good soft skills/communication, both verbal and keyboard, including the ability to converse with people at varying levels, from factory workers to senior executives, and should possess a customer service orientated background.</li><li><br>Proficient problem analyzing and solving skills.</li><li><br>Previous experience of working with a Service Desk tool, preferably AskMe (ServiceNow)</li><li><br>A fundamental working knowledge of IT principles hardware, software and other devices, e.g. Smartphones: iOS and Android.</li><li><br>A good understanding of Windows 11 and 10.</li><li><br>Experience of Microsoft Office 365 and 2016.</li><li><br>Experience of Google Suite including Gmail and Drive.</li><li><br>A knowledge of InTune, Azure, Webex, Landesk would be beneficial.</li><li><br>The ability to work as part of a team or alone including individual project work when required.</li><li><br>The ability to work under pressure to meet deadlines.</li><li><br>Smart, professional appearance as customer facing.</li></ul><ul><li>Notes46</li><li>Source</li></ul><img src="https://www.jobg8.com/Tracking.aspx?T4BmwQLFCwp%2b7GFkoue22Qp" width="0" height="0" />

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