Service Desk Analyst in East Grinstead

Key Tasks/Accountabilities

• Record and prioritise service requests into the Assyst service management tool, ensuring all relevant information is recorded accurately and in line with the incident management process.
• Provide user support for hardware and software issues including incident resolution, installation/implementation and guidance/training.
• Monitor, manage and progress service requests in an efficient and professional manner, restoring normal working service as quickly as possible.
• Escalate incidents to appropriate teams/individuals in line with the incident management process, ensuring users are informed of progress.
• Log incidents with 3rd Party Suppliers, monitor progress against SLA and, if required, elevate incidents using the pre‑defined escalation process.
• Work individually and as a team to ensure that individual and team KPIs are met.
• Ensure that user requests are resolved within agreed Service Levels.
• Major Incidents – work alongside the Service Desk Team Lead to provide regular user updates in line with the Major Incident process.
• Create procedure documents and update the Knowledge Base in line with defined processes.
• Assist with the implementation and support of projects as required.
• Represent the operational interests of users to IS staff.
• Keep up to date with the latest developments in desktop technologies, products and processes.

Essential Skills & Experience Required

• Experience of working on a busy Service Desk providing 1st and 2nd line support to at least 250 users
• Troubleshooting and resolving hardware, software and networking issues over the phone
• Experience of providing support for:
  • Microsoft Windows
  • Active Directory
  • Remote working
  • Hardware builds/re‑imaging
  • Citrix virtual desktops
  • IP Telephony
• Experience of working to and meeting:
  • Service Level Agreements
  • Individual and Team performance targets
• Good communication and excellent customer facing skills
• Proactive, excellent organisation and timekeeping skillsli>
• Flexible, enthusiastic and self‑motivated
• Well‑developed problem solving skills
• Good team player but also able to work on own initiative
• Quick learner, ability to follow documented procedures
• Able to cope with a busy Service Desk working under pressure
• Good all‑round hardware and software knowledge

Desirable Skills & Experience

• ITIL Foundation or a good working knowledge of ITIL
• Assyst (or similar IT service management software)
• Google Workspace/Gmail
• Avaya telephony
• Microsoft SCCM
• SAP