Service Desk Analyst

London /
Technology – BTG /
Permanent employee
Service Desk Analyst

The Business Technology Support Team (also known as EUX) is a cross discipline team whose primary focus is on ensuring that the end user is able to work without interruption and enable the value add of those employees. Through analysis of tickets, and automation work the end user experience team will, where practical, identify improvements to the user experience that can be automated or simplified. The Team is responsible for the on-boarding of new staff technically and will work with the relevant teams to continually improve processes to improve the end user experience. 

What you will be doing:
Coordination – As the 1st point of contact for our customers you will be able to log, coordinate resolution and communicate updates for multiple incidents & requests.
Technical – Debug, recreate & resolve 1st line Technical incidents and diagnose issues using monitoring tools and data analytics. Escalate unresolved issues to Team Leads and relevant teams.
Administration - Answer all calls for customers based in NHQ and the UK.
Capture, categorise and record all incidents and requests for service in the IT Service Desk tool and assist in analysing incidents to show trends and potential problem areas so that appropriate interventions can be put in place.
Process improvement – Creating procedures and checklists to manage activities. Meeting Service Level Agreements (SLA).
Quality assessment – When fixes are deployed ensure these address the customer reported problems and incident records are updated to reflect status prior to closure. Communicating
Validate technical content and create simple and precise updates for customers via voice, instant message, email & knowledge base articles.
Ownership – Actively liaise with internal and external tech teams and other 3rd Party suppliers to drive resolution to technical or service impacting issues.
Tooling – Previous experience using a workflow management tool ServiceNow, Freshdesk or Zendesk to manage Incidents, requests & change tickets.
Setup, configure and maintain IT equipment including PCs, laptops, smartphones and printers. Work closely with other specialist teams across IT, escalating and assigning calls as necessary.
Undertake regular 'floor-walking' on a regular basis and to support project and system deployments increasing the visibility of IT across the company.

What you’ll get in return:A friendly and dynamic working environment in a rapidly expanding technology companyA company that is committed to its team and cares about its staff and their developmentCompetitive salary and ability to progress 

Must haves:Experience of working within customer facing ITIL service frameworksPrevious experience in a fast paced technology teamA passion for technology and improving the customer experience

Additional information:This role is based at Network HQ in Colindale.The successful candidate will be required to work Monday to Saturday on a shift rotational basis between the hours of 08:00 - 20:00. Included in this package is a subsidised onsite canteen and free onsite parking.