Service Desk Analyst in Exeter, Devon

Job Title: Service Desk Analyst
Location: UK-Exeter

Overview:
This is an excellent opportunity for a highly motivated individual looking to progress their IT career, working with over 100 experienced IT professionals, many whom themselves began their IT career on the Service Desk.

Reporting to the Service Desk Manager, you will accurately capture issues and exhaust all options for resolution at the first point of contact, of all IT faults across the entire range of infrastructure, networks, systems and IT hardware (PCs, mobile devices and printers) demonstrating empathy and a genuine passion for delivering great IT support service to all of your colleagues and Partners.

The Service Desk fulfils the majority of service requests ranging from setting up new PC accounts, configuring mobile devices and laptops and conducting IT hardware handovers with new starters. This position requires a great attitude, good communication, analytical, and problem-solving skills to provide first level technical IT support, as well as the ability to research, resolve and escalate IT issues when necessary.

Responsibilities:
* Work with other members of the IT Service Desk on a rota basis to ensure the IT Service Desk is resourced during operational hours, Monday to Friday 8am to 5pm
* Effectively communicating with colleagues in the wider business, of all levels of seniority and IT proficiency by telephone, email and through our ITOnline self-serve portal
* Log Incidents using ITIL aligned support management processes and tools to ascertain the impact to the user and applying the appropriate priority according to the IT Service Desk Procedure
* Identify and carry out any immediate corrective action that can resolve or contain the issue directly. Using technical and problem-solving skills to resolve 70-80% of all incoming phone calls, tickets raised through our IT Self-Serve Portal and walk-ins to the Service Desk
* Resolve Incidents and Service Requests according to the defined service level agreements (SLAs) and identify opportunities to support continual process improvement
* Provide Identity Management support services, ensuring the resolution of PC access requests are fulfilled in accordance with agreed Information Security practices and processes, providing assurance to Audit functions that access is being granted accurately and responsibly
* Agree next course of action with users, monitoring progress whilst keeping the users up to date with the latest progress in a timely, positive, enthusiastic, professional and courteous manner
* When required, assign Incidents and Service Requests that cannot be resolved at first line to the appropriate internal IT team for resolution (2nd and 3rd line internal IT teams)
* Escalating any potential impacts to service to the Service Desk Manager to maintain customer satisfaction
* Develop self-help IT support material
* Supporting the activities of the wider IT Service Delivery team if required

Qualifications:
* Proven experience working on a busy IT Service Desk, supporting 300+ IT users
* Candidates should have a degree or relevant technical IT working experience. GCSE (or equivalent) in English and Maths are required, and A-levels in the same subjects are desirable
* Good working knowledge of, Microsoft Windows 10, Office 365, Exchange Online, Active Directory and familiarity with both remote desktop and help desk applications such as SCCM.
* You will have good understanding of Incident/ Service Request/Problem and Change Management processes - preferably to ITIL V3 Foundation standard
* Excellent communication skills with a friendly approach to problem solving
* A self-motivated individual who has the ability to work using their own initiative as well as work well in a team
* Strong organisational and prioritisation skills with the ability to take responsibility for multiple jobs simultaneously
* Applying a customer-focused approach; taking ownership of tickets, keeping IT users informed of progress, understanding the business impact, seeking feedback and always striving to improve.
* The ability to think logically with good problem-solving skills
* Self-motivated individual who gains satisfaction from providing excellent customer service

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission. Where the role is marked as Outside IR35 in the advertisement this is subject to receipt of a final Status Determination Statement from the end Client and may be subject to change.