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Service Desk Analyst

Service Desk Analyst

Posted 2 weeks ago by Bench IT Limited on JobServe

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Job Description: The IT Service Desk Analyst is responsible for delivering technical support to end-users, requiring strong communication and technical skills. The role involves troubleshooting hardware, software, and network issues while maintaining a customer-focused approach. The ideal candidate should thrive in a fast-paced environment and be proactive in resolving issues efficiently.

Key Responsibilities:

  • Provide first-line technical support to end-users via phone, email, and remote access.
  • Diagnose and resolve hardware, software, and network issues in a timely manner.
  • Log and manage all service requests, incidents, and problems using the IT service management tool.
  • Escalate complex issues to appropriate IT teams or third-party vendors when necessary.
  • Monitor and follow up on outstanding service requests to ensure timely resolution.
  • Assist with the installation, configuration, and maintenance of IT equipment and software.
  • Maintain accurate and up-to-date documentation of IT processes and procedures.
  • Conduct user training sessions and provide guidance on IT best practices.
  • Participate in continuous improvement initiatives to enhance IT service delivery.

Skills Required:

  • Proven experience in a similar IT support or service desk role.
  • Strong knowledge of Windows operating systems, Windows 10 & 11, Office 365, Active Directory.
  • Familiarity with IT service management tools (eg, ServiceNow, Jira, or similar).
  • Excellent troubleshooting and problem-solving skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Customer-focused with a proactive approach to resolving issues.
  • Relevant certifications (eg, CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are advantageous.

Salary (Rate): £225 per day

City: Chelmsford

Country: UK

Working Arrangements: on-site

IR35 Status: inside IR35

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

The IT Service Desk Analyst will be responsible for providing technical support and assistance to end-users within the organization. This role requires excellent communication skills, a strong technical background, and the ability to troubleshoot and resolve issues efficiently. The ideal candidate will be customer-focused, proactive, and capable of working in a fast-paced environment.

Key Responsibilities:

  • Provide first-line technical support to end-users via phone, email, and remote access.
  • Diagnose and resolve hardware, software, and network issues in a timely manner.
  • Log and manage all service requests, incidents, and problems using the IT service management tool.
  • Escalate complex issues to appropriate IT teams or third-party vendors when necessary.
  • Monitor and follow up on outstanding service requests to ensure timely resolution.
  • Assist with the installation, configuration, and maintenance of IT equipment and software.
  • Maintain accurate and up-to-date documentation of IT processes and procedures.
  • Conduct user training sessions and provide guidance on IT best practices.
  • Participate in continuous improvement initiatives to enhance IT service delivery.

Skills and Qualifications:

  • Proven experience in a similar IT support or service desk role.
  • Strong knowledge of Windows operating systems, Windows 10 & 11, Office 365, Active Directory
  • Familiarity with IT service management tools (eg, ServiceNow, Jira, or similar).
  • Excellent troubleshooting and problem-solving skills.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Customer-focused with a proactive approach to resolving issues.
  • Relevant certifications (eg, CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are advantageous.

Working Hours:

    • Monday to Friday, 9:00 AM - 5:30 PM
    • 4 days a week onsite in Chelmsford
    Rate:

    Negotiable

    Location:

    Chelmsford Essex, UK

    IR35 Status:

    Inside

    Remote Status:

    Onsite

    Industry:

    IT

    Seniority Level:

    Not Specified

    Job Description: The IT Service Desk Analyst is responsible for delivering technical support to end-users, requiring strong communication and technical skills. The role involves troubleshooting hardware, software, and network issues while maintaining a customer-focused approach. The ideal candidate should thrive in a fast-paced environment and be proactive in resolving issues efficiently.

    Key Responsibilities:

    • Provide first-line technical support to end-users via phone, email, and remote access.
    • Diagnose and resolve hardware, software, and network issues in a timely manner.
    • Log and manage all service requests, incidents, and problems using the IT service management tool.
    • Escalate complex issues to appropriate IT teams or third-party vendors when necessary.
    • Monitor and follow up on outstanding service requests to ensure timely resolution.
    • Assist with the installation, configuration, and maintenance of IT equipment and software.
    • Maintain accurate and up-to-date documentation of IT processes and procedures.
    • Conduct user training sessions and provide guidance on IT best practices.
    • Participate in continuous improvement initiatives to enhance IT service delivery.

    Skills Required:

    • Proven experience in a similar IT support or service desk role.
    • Strong knowledge of Windows operating systems, Windows 10 & 11, Office 365, Active Directory.
    • Familiarity with IT service management tools (eg, ServiceNow, Jira, or similar).
    • Excellent troubleshooting and problem-solving skills.
    • Strong communication and interpersonal skills.
    • Ability to work independently and as part of a team.
    • Customer-focused with a proactive approach to resolving issues.
    • Relevant certifications (eg, CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are advantageous.

    Salary (Rate): £225 per day

    City: Chelmsford

    Country: UK

    Working Arrangements: on-site

    IR35 Status: inside IR35

    Seniority Level: undetermined

    Industry: IT

    Detailed Description From Employer:

    The IT Service Desk Analyst will be responsible for providing technical support and assistance to end-users within the organization. This role requires excellent communication skills, a strong technical background, and the ability to troubleshoot and resolve issues efficiently. The ideal candidate will be customer-focused, proactive, and capable of working in a fast-paced environment.

    Key Responsibilities:

    • Provide first-line technical support to end-users via phone, email, and remote access.
    • Diagnose and resolve hardware, software, and network issues in a timely manner.
    • Log and manage all service requests, incidents, and problems using the IT service management tool.
    • Escalate complex issues to appropriate IT teams or third-party vendors when necessary.
    • Monitor and follow up on outstanding service requests to ensure timely resolution.
    • Assist with the installation, configuration, and maintenance of IT equipment and software.
    • Maintain accurate and up-to-date documentation of IT processes and procedures.
    • Conduct user training sessions and provide guidance on IT best practices.
    • Participate in continuous improvement initiatives to enhance IT service delivery.

    Skills and Qualifications:

    • Proven experience in a similar IT support or service desk role.
    • Strong knowledge of Windows operating systems, Windows 10 & 11, Office 365, Active Directory
    • Familiarity with IT service management tools (eg, ServiceNow, Jira, or similar).
    • Excellent troubleshooting and problem-solving skills.
    • Strong communication and interpersonal skills.
    • Ability to work independently and as part of a team.
    • Customer-focused with a proactive approach to resolving issues.
    • Relevant certifications (eg, CompTIA A+, Microsoft Certified: Modern Desktop Administrator) are advantageous.

    Working Hours:

      • Monday to Friday, 9:00 AM - 5:30 PM
      • 4 days a week onsite in Chelmsford
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