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Service Desk Analyst

  • Location

    Southsea, Hampshire

  • Sector:

    Information Technology

  • Job type:


  • Salary:

    £9.50 - £9.98 per hour

  • Job ref:


  • Published:

    3 months ago

  • Duration:

    3 Months

  • Start date:


  • Expiry date:


Our client is seeking a Service Desk Analyst on an initial 3 month contract with the possibility of an extension.

Working Hours:

37 Hours per week

Monday - Friday

Pay Rate:

£9.50 p/h

Job Purpose:

You will deliver exceptional customer service through the effective logging, investigation and resolution of IT incidents, problems and requests. This is a very busy and challenging environment. You will be expected to manage your own call queue.

Duties and Responsibilities:

  • Act as the first point of contact for all queries and issues, primarily via telephone calls but also incidents raised through a self-service portal, email and face to face.
  • Resolve calls at first point of contact.
  • Troubleshoot a wide variety of problems and then identify and deliver practical solutions.
  • Administer parts of the technical environment, including user account administration.
  • Install and support a variety of software packages and hardware devices.
  • Be required to cross-skill with 2nd line support colleagues.
  • Create technical documentation and user guides.

Skills and Experience:

  1. IT Service Desk Experience
  2. Have experience of providing an excellent customer experience.
  3. Tenacity in pursuing resolution of difficult issues.
  4. Have experience of dealing with difficult people and challenging situations.
  5. Have experience of managing relationships with customers, colleagues and suppliers.
  6. Have experience of finding and delivering solutions that are creative, fit for purpose and achieve fantastic outcomes for customers.
  7. Creating documentation in a clear and concise way and following best practice.
  8. Consistent, supportive, proactive and flexible in the way you deliver.
  9. Positive and energetic, and take pride in your and our success.
  10. Responsible and accountable for delivery of your personal tasks and outcomes.
  11. A major contributor, who is committed to team success.

The following areas would be desirable:

  1. Active Directory / Windows administration.
  2. Microsoft Office - intermediate/advanced (2010/2013/2016)
  3. Windows 7 & 8.1 and 10
  4. Using the telephone in a service desk environment.
  5. Using a Service Desk logging system.
  6. Supporting users of software applications.
  7. Exchange Admin.
  8. RSA Token Management.
  9. Hardware Support for Desktops and Laptops.
  10. Mobile Device Management.
  11. Power shell.

For this role you need the following:

- 2 Written references

- You are eligible to work in the UK

- A suitable NI Number

Disclaimer: By applying for this role, you give consent for your information to be forwarded to our Client(s) and information of which may be retained within our databases