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IT Service Desk Analyst ( 15356 )

Job title: IT Service Desk Analyst ( 15356 )
Contract type: Permanent
Location: Kingston upon Thames
Industry: Technical Engineering Commercial
Salary: £25000 per annum
Reference: JO-1912-235096-1
Contact name: PRS Admin
Contact email: mohammed@prsjobs.com

Job description

IT Service Desk Analyst




Vacancy ID:

15356




Position:

IT




Date Posted:

16 Sep 2019




Job Type:

Permanent

Vacancy Details

Duties / Responsibilities / Accountabilities / Deliverables

We are currently recruiting for a IT Service Desk Analyst to join our team in Surbiton.

The working hours are Monday - Friday  08:00am -16:00 or 10:00am to 1800pm on a shift rota.

Job purpose:

  • Describe the overall purpose of the job in two or three sentences.
  • The Service Support Analyst provides the 1st point of contact and ownership of all contact made to the IT service desk through email, phone call, or IT request portal.
  • The role encompasses the co-ordination and resolution of any issue or request received into the department.
  • The role acts as an ambassador for IT to the rest of the business and EMCOR’s clients
  • A 1st and 2nd line level of technical ability and awareness is required to cover the areas of support provided from this team.
Duties/responsibilities/accountabilities/deliverables:

 

  • List the main aspects of the job, with an emphasis on duties and responsibilities for junior roles, and accountabilities and deliverables for more senior roles.
  • Completes System Administration tasks for EMCOR products and services – ie Intelex, Agility, Dashboard, JDE or Finance systems
  • Originates electronic workflow documentation to customers and provides support to users on how to use the technology ie EchoSign document workflow approvals.
  • Responsible for providing a measurable 1st time fix resolution to customers of the service desk
  • Will provide the management & distribution of mobile, computing, & software assets based on approved requests from the business
  • Delivery the creation & management of service accounts for EMCOR products and services – ie JDE, Intelex, Agility
  • Supports IT training support over the phone, or through material creation by way of “cheat sheets” or simple notes
  • Liaises with external 3rd parties to provide subcontracted services ie calling out engineers to faulty equipment.
  • The role supports Service desk coverage between 8 – 6pm UK Mon-Fri on a shift rota basis
  • Provides asset management support to the head of the department by way of identifying asset information, providing reporting analysis, and updating key IT asset information
Candidate Criteria:

  • The role would benefit from a foundation knowledge of ITIL v2 or v3 standards for Incident, Problem and Service Request management.
  • A patient and “customer first” manner essential for this role, and being prepared to go the extra mile in order to complete the task on time, and to high standard.
  • Prioritisation and planning is a key feature of this role, and the role requires that the individual should be able to manage their time to provide successful outcomes per the department KPI’s.
  • A proactive and “can do” approach is key to the successful outcome for the department and this role.
  • The successful employee in this role, will be one that is recognised for the above skills and traits.






Candidate Profile

Person Specification

Candidate Criteria:

  • The role would benefit from a foundation knowledge of ITIL v2 or v3 standards for Incident, Problem and Service Request management.
  • A patient and “customer first” manner essential for this role, and being prepared to go the extra mile in order to complete the task on time, and to high standard.
  • Prioritisation and planning is a key feature of this role, and the role requires that the individual should be able to manage their time to provide successful outcomes per the department KPI’s.
  • A proactive and “can do” approach is key to the successful outcome for the department and this role.
  • The successful employee in this role, will be one that is recognised for the above skills and traits.
 

  • The role would benefit from a foundation knowledge of ITIL v2 or v3 standards for Incident, Problem and Service Request management
  • A patient and “customer first” manner essential for this role, and being prepared to go the extra mile in order to complete the task on time, and to high standard
  • Prioritisation and planning is a key feature of this role, and the role requires that the individual should be able to manage their time to provide successful outcomes per the department KPI’s
  • A proactive and “can do” approach is key to the successful outcome for the department and this role.
  • The successful employee in this role, will be one that is recognised for the above skills and traits



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