Group - IT Service Desk Analyst

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Job Title: IT Service Desk Analyst Location/ Division: Ipswich / Group Enabling Departments Reports To: IT Service Desk Team Leader About ISG ISG is a dynamic construction services company, delivering robust and future-proofed places that help people and businesses thrive. Our 2,800 worldwide specialists in fit-out, technology, construction and development deliver not just buildings, but also an exceptional delivery dynamic and strong customer relationships built on mutual trust, collaboration, and open communication. We blend our unparalleled track record, sound processes and proven delivery methods with a fast-paced and agile culture, ensuring we deliver thriving places that are as agile and resilient as their occupants. Job Purpose The IT Service Desk team offers 1st line support for all ISG offices and project sites, and the IT Service Desk Analyst will work as part of the IT Service Desk team for all activities relating to supporting users via the Service Desk. The job holder will liaise, and work, with the Senior IT Service Desk Analysts and IT Service Desk Team Leader to deliver support to the business and build strong working relationships with all business users. Key Responsibilities To provide 1st line technical support; answering support queries via phone and email. Provide initial assessment of all incidents. Where a solution cannot be provided, or will be timely, escalate appropriately to the relevant support teams. Troubleshoot end user hardware and software, networked peripheral devices in line with Group IT best practice encompassing standard and non-standard hardware and software policy and procedure. Maintain excellent customer service standards by answering all calls promptly, remaining courteous and professional at all times. Maintain accurate records of activity taken throughout the lifecycle of a ticket. Embrace a culture of continued improvement and quality. Escalate any major incidents immediately using the major incident process flow. To maintain a high level of customer service at all times. To be professional at all times and act as an ambassador for IT excellence. Maintain Group IT SLA's and work towards improved targets. Perform other related duties and responsibilities as assigned by line management. ISG Values All our employees must be committed to acting in line with our core values. These are the guiding principles that determine our actions and behaviours at ISG: Dream Smart - We encourage new thinking and bold ideas backed by knowledge, sound decision and first rate implementation. Speak Frankly - We value clarity and honesty and we are open and straight forward in all our dealings. We never shy away from tough conversations. Always Care - We take pride in the quality of our work and demonstrate respect and care for the wellbeing and health & safety of our customers, our people, and our world. Never Stop Learning - We encourage and reward great ideas. We constantly strive to improve by seeking new knowledge and skills. Benefits Competitive salary Car/Travel Allowance (Role dependent) Competitive Family Friendly Policies Private medical cover (Role dependent) Pension matching scheme Discount on selected retailers and gyms Voluntary benefits such as; cycle to work, child care vouchers Qualifications Educated to GCSE standard, or higher CompTIA A, or equivalent Skills & Experiences Experience supporting Exchange 2013 through Office 365 Experience supporting Microsoft Active Directory and Azure Active Directory Experience supporting the Microsoft Office Suite of applications Experience in a customer service IT environment Working knowledge of Microsoft Operating System (preferably Windows 10) Experience in working with an ITSM tool (preferably ServiceNow) Experience in remote diagnostics and resolution. Experience in creating knowledge documents improving first time fix rates. Planning and organising Person Specification Act with integrity and honesty at all times. Maintain confidentiality in all related work, including HR/personnel issues, contractor day rates, project costs, and budgets. Flexibility when working to deadlines, with regards to working out of normal office hours and time off in lieu. Listening; able to question and clarify explanation of issues/requests from the business users to ensure that their issues/problems are understood. Self-starter who defines and leads not follows or stops at blockers Willingness to learn new skills This job was originally posted as

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