Service Desk Analyst Full Time

Bridgend, Mid Glamorgan
Xpertise

Role: IT Service Desk Analyst

Location: Bridgend – office-based

Duration: 6-month contract

Day Rate: Inside IR35 – flexible on rate DOE

We have a great opportunity with one of our insurance clients looking for a confident and enthusiastic IT Service Desk Analyst to join their IT Support team.

You’ll be providing 1st line technical support to a large user base of over 1500, collaborating closing with other support teams to play a vital role in incident/request resolution and delivering valuable end-user guidance. You will manage your own ticket queue while also overseeing the progress of all tickets in the ServiceNow system, ensuring they are accurately updated and in the appropriate state. You’ll deliver outstanding customer service, managing expectations and adhering to SLAs.

The role:

• On-site and remote technical 1st line support
• Respond efficiently to end-user inquiries via self-service and phone calls
• Collaborate with the wider IT department and consult the extensive knowledge base when dealing with queries
• Adhere to ITIL best practice approaches for Incident, Request, and Problem management processes, aligned with agreed-upon SLAs
• Work closely with 2nd and 3rd line teams to enhance the 1st line fix rate
• Build and maintain strong working relationships
• Create and maintain Knowledge Articles to ensure seamless customer service delivery
• Get involved in exciting IT projects, including planning, testing, and implementing new software, hardware, or infrastructure changes
• Engage in regular team meetings and training sessions to stay current with the latest technology trends and solutions

Experience needed:

• 1-2 years’ experience in a relevant 1st line/service desk role
• Supported users in an ITIL environment
• Strong understanding of Active Directory and virtualisation technology (eg Citrix)
• Experience with video conferencing equipment and software, including Microsoft Teams
• Understanding of basic networking (DNS, DHCP, TCPIP, etc)
• A demonstrable technical support experience with relevant technologies, such as O365, Windows 7/10, Citrix, SCCM, Office 2016, etc
• Enthusiasm for your work and able to work effectively as part of a team and independently

Nice to have:

• ITIL Foundation certification

If you’re interested, please get in touch.

Thank you.