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Job Title: Service Desk Analyst

Employment type: Permanent – Full Time

Location: London, Greater London, UK

City/Town: London

Postcode: NW10 7BW

Salary: Competitive plus company benefits

We are looking for an IT service desk analyst with excellent customer service, communication skills, and an understanding of technology.

As a member of the IT Service Desk team, you will provide first-line technical support to our wholesale employees within the UK. You will work in a proactive and cooperative manner to ensure that the responsiveness, effectiveness, and quality of the IT Service Desk are as good as they can be.

Your main responsibilities

• Ensure that all calls to the Service Desk are logged within the IT Service Management (ITSM) tool


• Take ownership of Incidents and service requests throughout their lifecycle, keeping users appropriately updated


• Accurately diagnose, respond, and resolve Incidents and service requests in a timely fashion to achieve Service Level Agreements (SLAs)


• Build and configure IT hardware such as laptops, desktops, and mobile devices.


• Aim to provide a first-time fix where possible


• Escalate issues as required in line with the escalation process


• Collaborate with other areas of the technology team with a focus on Continuous Service Improvement (CSI)


• Provide basic IT user training

About you

• Previous experience working in a 1st or 2nd line support role is essential


• Highly self-motivated with good communication and people skills


• Strong organisational skills


• Keen to learn, develop new skills and gain experience


• The ability to meet tight deadlines


• Excellent knowledge and experience of using PC applications, including Microsoft Outlook, Word, PowerPoint, and Excel


• Knowledge of the use and support of Android, Apple, and Windows devices.


• Knowledge of PC/Laptop builds and software installations

What next?

If you are looking to launch, or grow, an exciting career in a company that values progression and development! Choose “Apply now” to fill out our short application and submit your CV!