IT Service Desk Analyst

IT Service Desk Analyst (1st/2nd Line)

My client, a HUGE facilities management company based in a BEAUTIFUL area of South West London, are currently recruiting for an IT Service Desk Analyst to join their team in SW London.

Job purpose:
* The Service Support Analyst provides the 1st point of contact and ownership of all contact made to the IT service desk through email, phone call, or IT request portal.
* A 1st and 2nd line level of technical ability and awareness is required to cover the areas of support provided from this team.
* The role encompasses the co-ordination and resolution of any issue or request received into the department.
* The role acts as an ambassador for IT to the rest of the business and EMCOR's clients

* Originates electronic workflow documentation to customers and provides support to users on how to use the technology ie EchoSign document workflow approvals.
* Responsible for providing a measurable 1st time fix resolution to customers of the service desk
* Completes System Administration tasks for EMCOR products and services - ie Intelex, Agility, Dashboard, JDE or Finance systems
* Responsible for providing a measurable 1st time fix resolution to customers of the service desk
* Will provide the management & distribution of mobile, computing, & software assets based on approved requests from the business
* Delivery the creation & management of service accounts for EMCOR products and services - ie JDE, Intelex, Agility
* Supports IT training support over the phone, or through material creation by way of "cheat sheets" or simple notes
* Provides asset management support to the head of the department by way of identifying asset information, providing reporting analysis, and updating key IT asset information
* Liaises with external 3rd parties to provide subcontracted services ie calling out engineers to faulty equipment.
* The role supports Service desk coverage between 8 - 6pm UK Mon-Fri on a shift rota basis

Candidate Criteria:
* The role would benefit from a foundation knowledge of ITIL v2 or v3 standards for Incident, Problem and Service Request management.
* A patient and "customer first" manner essential for this role, and being prepared to go the extra mile in order to complete the task on time, and to high standard.
* Prioritisation and planning is a key feature of this role, and the role requires that the individual should be able to manage their time to provide successful outcomes per the department KPI's.
* A proactive and "can do" approach is key to the successful outcome for the department and this role.


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