Service Desk Analyst

Job Title: Service Desk Analyst
Location: Cardiff Bay, Wales
Salary: £21,500 per annum
Department: Service Desk Team
Reports To: Service Desk Team Leader

This is your opportunity to develop a career with an exciting, fast paced, rapidly expanding business.

We are looking to recruit a Service Desk Analyst to join our team based at the Shared Service Centre located in Cardiff Bay that provide infrastructure, hardware and user support throughout the group. Ideally you will have a background in IT support services, have experience with using an Incident (ticket) Management System and have a general knowledge of supporting Microsoft operating systems.

You would be responsible for troubleshooting computer problems and advising users on appropriate action.

Specific role responsibilities include:

• Answering IT Service Desk calls from all parts of the company
• Log IT calls on IT Service desk system and follow their progress
• Responding to support tickets via the ticket management system
• Carry out first time fixes for users (fix when problem is reported)
• Troubleshoot and resolve network and desktop/laptop problems
• Advise users on the appropriate action and arrange for the action to be taken
• Ensure calls are being dealt with and meeting SLA’s
• Ensure that updates to calls are being made in line with agreed response time targets
• Complete 1st line user administration requests
• Assist with generating weekly and monthly SLA reports for Managers from the Service Desk system
• Serve as a liaison between the user, Technology Engineers and third parties in order to resolve issues
• Document resolutions for future reference using IT Service desk software
• General administration tasks
• Work with other Technology teams on problems and projects when needed

Skills & Experience:
• Previous experience of IT Service Desk Software and Environments
• Using IT Help Desk Software (e.g. Assyst, Remedy)
• Experience of Windows technologies, Microsoft Exchange (2007, 2010, 2013),
• Computer and network hardware including peripherals and printers

Desirable:
• Active Directory Management
• Citrix (XenApp)

Personal Attributes:
• Excellent communication skills
• Time management, problem solving, organisation and planning skills (multitasking)
• Ability to work independently whilst contributing to team objectives