IT Service Desk Analyst-Fully Remote

Job Title IT Service Desk Analyst-Fully Remote
Sector IT
Location London
Type Contract
Salary £20500-£24500

IT Service Desk Analyst- Fully Remote

6 Month FTC

Our Client, a leading building society are looking for for a new IT Service Desk Analyst.

The Job:

The IT Service Desk Analyst will provide 1st and some 2nd line technical support to staff . The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.

Key Responsibilities

  • Act as a single point of contact for phone calls, tickets and emails from staff regarding IT issues.
  • Manage all calls through our call logging tool - Support Works, ensuring all are correctly classified for subsequent reporting and investigation.
  • To maintain an exceptionally high degree of customer service with a professional, confident and helpful attitude.
  • Provide 1st and 2nd line support - troubleshooting IT related problems from software to hardware, such as virtual and physical desktops, laptops, printers, desk phones and iPhones.
  • Work with other areas of IT to resolve calls raised. Where appropriate, identify and communicate workarounds to reduce the impact of issues on the business.
  • Track and monitor calls to external parties to ensure timely repairs against SLA.
  • To ensure all Service Desk procedures and processes are adhered to and new methods documented and cascaded to team members.
  • To administer the process for setting up new users including the granting of the appropriate level of access to the Society's systems.
  • To plan and execute larger pieces of work (e.g. office moves, some involvement in projects)
  • Promote and embrace a culture of continuous improvement.

Working Pattern

Mon - Friday





Some Saturday work required on a rota'd basis 8-1pm

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