Service Desk Analyst

A great opportunity has arisen for an experienced Service Desk Analyst. Working as part of a larger team, the Service Desk Analyst is responsible for providing 1st line support for all L&Q colleagues in relation to technology issues and requests. In this challenging but rewarding position at L&Q, the duties of Service Desk Analyst include communicating with staff via various support channels, including our ITSM tool Cherwell. Resolving IT equipment and application problems, analysing information systems performance and maintaining accurate Service Desk records. You will provide a high level of customer service to end users virtually and face to face.

We are looking for a customer service driven Service Desk Analyst who is knowledgeable, efficient, and willing to take ownership over their work.

You will join a large knowledgeable team who are passionate about technology, whilst providing a first-class service to our users. Reporting into the Service Desk Team Lead, the role will be specifically aligned to the Service Management function that sits within Enterprise Services and Security. Who's focus it is to provide exceptional service to all customers, internal and external to the business.

The Service Desk Analyst will:

Provide frontline technical support across multiple business areas for all software applications and end user computing hardware.
Work to agreed SLA's and KPI's, using ITSM tools to prioritize, resolve, and reassign tickets as soon as possible after they are logged.
Provide technical support service for incidents and requests reported via the ITSM toolset, telephone, MS Teams and face-to-face (including Tech Bar).
Escalate when required for technical, 3rd party &/or managerial involvement to ensure issues are addressed to a satisfactory quality and in a timely manner.
Work collaboratively with other team members across technology.
Demonstrate strong interpersonal and written skills.
Demonstrate exceptional customer service in day to day work with those internal to the business
Apply approved diagnostic utilities to aid in troubleshooting.
Perform troubleshooting and issue resolution activity at the end-user computing and back-end environments, including but not limited to installing and upgrading hardware and software, databases, telephony, desktops and mobile devices.

Previous Service Desk/Help Desk Experience
ITIL Foundation Level knowledge or Higher (desirable)
Hands on knowledge / experience of MS Intune/Autopilot, Azure AD, Sharepoint, Azure AD, Mobile support for iOS/Android OS mobile devices
Experience of using ITSM tools such as Cherwell, ServiceNow, Service Desk plus, Halo etc.
Hands on knowledge of telephony, including mobile devices and within Microsoft Tea
Well-organised approach to work planning and time allocation to tasks, always providing great and efficient customer service and support to multiple business areas.
Excellent communication (written and verbal) and interpersonal skills.
Ability to explain technical issues to those with non-technical backgrounds.
Excellent problem-solving skills, with a focus on providing exceptional customer service.
If you are interested in this role and have the experience required, then apply without delay!

• We are a multi-site organisation, so some roles may require occasional travel between offices, but expenses will be covered., Disability Confident

About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.