Service Desk Analyst - Remote

Overview

As a Service Desk Analyst, you will play a vital role in managing and providing technical support and assistance to end-users within the organisation. With your experience and expertise, you will guide the Service Desk team, handle complex technical issues, and ensure the efficient operation of IT systems. This position requires a blend of technical expertise, leadership, problem-solving skills, and customer service orientation. You will work on-site 3 days a week across our Reading and at times London office, with the remaining days remote.

In Short

• Provide Level 1 and 2 technical support to end-users via phone, email, chat, or in-person.
• Diagnose and resolve complex issues related to software, hardware, network connectivity, and IT systems.
• Log and track incidents using the IT service management system.
• Analyse recurring technical issues and trends to identify underlying problems.
• Lead and mentor Service Desk team members.
• Assist in the management of IT assets and configurations.
• Participate in team meetings and knowledge-sharing sessions.
• Conduct training sessions and workshops for end-users.
• Proactively identify opportunities to improve service delivery processes.
• Work closely with senior management to implement strategic improvements.

Requirements

• Bachelor’s degree in computer science, information technology, or a related field.
• Minimum 4-5 years in a technical support role.
• Strong proficiency in troubleshooting software and hardware issues.
• Knowledge of ITIL framework and experience with IT service management tools.
• Excellent communication and customer service skills.
• Proven leadership skills.
• Certifications such as CompTIA A+ or ITIL Foundation are a plus.
• Ability to work independently and as part of a team.

Benefits

• Competitive salary
• 25 days holiday (rising to 30 after one year) + bank holidays
• 5% matched pension
• Cycle-to-work scheme
• Opportunities for development and growth
• A dynamic and supportive work environment