At a Glance
- Tasks: Be the first point of contact for IT issues and provide top-notch support.
- Company: Join a dynamic team in Watford, UK, focused on IT service excellence.
- Benefits: Gain valuable experience in IT support with potential for career growth.
- Other info: Work in a supportive environment with opportunities to learn and develop.
- Why this job: Kickstart your tech career while helping others solve their IT problems.
- Qualifications: Must be a graduate with strong communication skills and IT knowledge.
The predicted salary is between 36000 - 44000 £ per year.
We are looking to hire a Service Desk Analyst-L1 role for one of our clients in Watford, UK location. This is a contract role. Please find the JD for the role:
To perform the activities associated, the candidate is required to be the first point of contact for all IT related issues, ensuring that all incidents and requests follow processes and are logged in the ITSM tool. A very good understanding of ITIL Processes, as well as process knowledge of Incident/Request/Change/Problem, is essential. The candidate will have to minimise the impact of IT incidents by resolving them first time where possible. The resource will be part of the general operations of the service desk and will be cross-leveraged to any of the contact modalities like Phone & Chat to cater to the incoming contacts at the service desk.
Essential Duties and Responsibilities:
- Work as part of the 11x7 Shift system on the IT Service Desk.
- Receive and handle requests for service, following agreed procedures.
- Provide 1st line support: troubleshooting of IT related problems.
- Promptly allocate calls as appropriate.
- Log incidents and service requests and maintain relevant records.
- Identify and classify incident types and service interruptions.
- Record incidents cataloguing them by symptom and resolution.
- Monitor queues and assign tickets to appropriate resources for troubleshooting and ticket resolution.
- Ensure SLAs are maintained.
- Assign tickets which are out of scope to Service Desk/Other Teams.
- Coordinate tickets that cross organizational boundaries to ensure customer satisfaction.
Skills and Abilities:
- Strong organisational skills and ability to multi-task and prioritise work.
- Excellent communication skills with the ability to work with executive staff members both internally and externally.
- Ability to deliver engaging, polished, and professional presentations to internal and external audiences.
- Excellent written and verbal communication and presentation skills.
Requirements:
- Must be a Graduate. B.Tech/B.E or any other technical degree preferred.
- English Service Desk experience is mandatory.
- Preferred MCP/MSCE/MSCA certification.
- Preferred ITIL V3/V4 Certified engineer.
Desktop Support Analyst-L1 in Watford employer: Technopride Ltd
As a leading provider of end-to-end IT solutions in Farringdon, we pride ourselves on fostering a dynamic work culture that encourages innovation and collaboration. Our employees benefit from flexible hybrid working arrangements, continuous professional development opportunities, and a supportive environment that values diversity and creativity. Join us to be part of a forward-thinking team where your contributions are recognised and rewarded, making a meaningful impact in the tech industry.
