CEN - Service Desk Analyst - ICT

Service Desk Analyst 

Leeds – hybrid (2-3days in the office)

Permanent

Summary 

We’re seeking a Service Desk Analyst to join our Leeds based team. You’ll be responsible for covering both 1st and 2nd line support.

We’re seeking an individual with strong troubleshooting skills and who can confidently diagnose issues and resolve most issues at the very first point of contact.

You’ll need to be a great problem solver, with excellent attention to detail and dedicated to providing the best service to help colleagues across the business.

Some of the key deliverables for the role include: 

• Ensure process documentation is accurate and up to date
• Identifying process improvements and agreeing changes to processes with the Senior Service Desk Analyst
• Act as a point of contact for phone calls and emails from staff regarding IT issues and queries
• Ensure that requests for assistance are properly logged, assigned and responded to in accordance with the ICT Service Level Agreement (SLA)
• Build strong relationships with colleagues at NG Bailey, this is to be achieved using excellent verbal and written communication techniques      
• Escalate major incident and high impact user calls to the correct team in a timely manner, ensuring that escalation procedures are adhered to and within the SLA. 
• Ensure support requests that cannot be resolved are documented to a high standard and escalated to the appropriate support team in a timely manner.
• Assist in IT Projects as delegated, from request for change (RFC) through to implementation and review, to support the continued availability, effectiveness and safety of business systems
• Implement known remote fix solutions and workarounds and assist users to recover and continue operation
• Maintain the highest levels of confidentiality in all aspects of employment and work undertaken and ensure all relevant ICT Policies are adhered to in working practices
• Responsible for ensuring that Information Security risks are documented and escalated accordingly to reduce the occurrence and impact of security incidents
• Attend training sessions both internally and externally as required to stay up to date with new technology and process changes

What we’re looking for: 

• ITIL Foundation qualification
• Proven experience in 1st and 2nd line support position 
• Excellent communications skills both verbal and written
• Previous experience of Active Directory, password resets and security group administration 
• Proven experience of supporting Windows 11 and Office 365  
• Exposure to networking technologies, VPN, Wireless, LAN and WAN
• Solid experience of troubleshooting IOS and Android mobile phones and tablets
• Previous experience in using mobile device management solutions such as Intune
• Ideally experience supporting Apple Mac OS in a corporate environment
• Exposure to supporting desktop and laptops with Microsoft System Centre Configuration Manager (SCCM)
• Experience supporting CAD applications such as AutoCAD, Revit and Navisworks

Next Steps: 

As a business, we’re on a journey to build on our culture where everyone is included, treated fairly and with respect. This starts with recruitment and how we bring people into the organisation.  

We’ll do our best to outline the recruitment process to you ahead of time with plenty of notice. If you require any accommodations to participate in the application or interview process, please let us know and we will work with you to ensure your needs are met. 

About Us: 

We are one of the leading independent engineering and services businesses in the UK. Founded in 1921, with a turnover of £500m and 3000 employees, we are proud of our history of developing great people through our investment in training. 

Working across a variety of sectors within the building and infrastructure industry, our innovative, responsible and forward-thinking approach allows us to work on fantastic ground-breaking projects, providing solutions using the latest tools and technologies. 

Progression is something we value, and we will make sure that when you join us you have a clearly defined development path, supported by regular reviews, training and ongoing support to enable you to be the best you can be. 

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