1st Line Service Desk Analyst

1st Line Service Desk Analyst Role

Full-time, permanent role

Location: 5 days in Canary Wharf

Need to have construction experience

Main Responsibilities

Field incoming service desk incidents and requests:

Act as a contact for the internal customers receiving IT incidents and requests through calls, emails, portal and walk-ins
Receive, log, and manage incidents and requests within the IT Service Management platform
Assist maintenance of our asset management database, tracking changes accordingly
Provide a high-level of customer service and adhere to service management principles and processes (ITIL)Resolve IT service desk requests and incidents:

1st line technical IT Support for End Users (incl. VIP Director level) and their devices or applications, always aiming to achieve a first-time fix, adhering to agreed SLAs and following escalation guidelines
Escalate issues to 2nd/3rd Line and Major Incident teams when required
Action procurement requests for IT equipment, applications, and internet services
Guiding users through troubleshooting steps
Keeping track of open issues and following up with users and other IT staff to ensure a timely resolution
Keeping users informed about the status of their issues and communicating any IT-related noticesMaintain IT Documentation and Knowledge base:

Document troubleshooting procedures
Document known fixes
Create end user training guidesOngoing Support, Maintenance, and Protection:

Be aware of and escalate security concerns or flags identified promptlyContinual service improvement:

Identify and drive forward improvements to process/service

If you're interested and have the right experience, then please apply or reach out to Paige Camies at the Fawkes & Reece office today