Summary: The IT Service Desk Analyst is responsible for managing incidents and requests as the primary point of contact for IT services. This role involves providing first contact resolution for various IT incidents and facilitating access management requests. The analyst must ensure effective communication and adherence to service level agreements while delivering outstanding customer service. The position is remote and classified as inside IR35.
Key Responsibilities:
- Provide a single point of contact for all supported IT services, responding to incidents and requests.
- Deliver outstanding customer service by answering all calls promptly, remaining courteous and professional at all times.
- Use effective communication to proactively manage customer expectations.
- Log all incidents and requests in the appropriate software, ensuring all relevant information is recorded accurately.
- Provide Tier 1 support in accordance with IT policies and procedures.
- Ensure that all owned incidents and requests are resolved in accordance with their Service Level Agreement (SLA).
- Escalate incidents where a satisfactory resolution has not been provided or where a higher level of management input is required.
- Facilitate access management requests to add, change or remove access in accordance with IT policies and procedures.
- Assist in the management of all IT hardware and software assets.
Key Skills:
- Strong communication skills.
- Customer service orientation.
- Experience with incident management software.
- Knowledge of IT policies and procedures.
- Ability to work under pressure and manage multiple tasks.
- Familiarity with IT hardware and software asset management.
Salary (Rate): undetermined
City: Manchester
Country: UK
Working Arrangements: remote
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
IT Service Desk Analyst
Remote Based
INSIDE IR35
The IT Service Desk serves as the single point of contact for all supported IT services. Managing incidents and requests, ensuring effective communication at all times.
On a day-to-day basis an IT Service Desk Analyst is responsible for logging and prioritising incidents accurately, providing first contact resolution for a variety of IT incidents and facilitating access management requests to ensure users only have access to the IT resources required to carry out their duties.
KEY RESPONSIBILITIES
- Provide a single point of contact for all supported IT services, responding to incidents and requests.
- Deliver outstanding customer service by answering all calls promptly, remaining courteous and professional at all times.
- Use effective communication to proactively manage customer expectations.
- Log all incidents and requests in the appropriate software, ensuring all relevant information is recorded accurately.
- Provide Tier 1 support in accordance with IT policies and procedures.
- Ensure that all owned incidents and requests are resolved in accordance with their Service Level Agreement (SLA).
- Escalate incidents where a satisfactory resolution has not been provided or where a higher level of management input is required.
- Facilitate access management requests to add, change or remove access in accordance with IT policies and procedures.
- Assist in the management of all IT hardware and software assets.
At Investigo, we make recruitment feel easy.
Let's keep this simple. We're all about your success, as your success is our business. We are part of The IN Group, a collection of six award-winning specialist brands that supply the globe with end-to-end talent solutions. With recruitment at the core of our business, we've been connecting people since 2003.
Data & Privacy
By applying, you consent to Investigo collecting and processing your data for the purpose of recruitment and placement, in accordance with applicable data protection laws. For more information, please refer to our Privacy Notice at weareinvestigo.com.
