Service Desk Analyst

  • Category
    IT and Telecoms - 1st Line Support/Helpdesk
  • Location
    Wakefield, West Yorkshire
  • External Reference
  • OrganizationType

Job title: Service Desk Analyst
Location: Wakefield
Duration: 3 months initially

The Role:
To act as an IT Service Desk Analyst in the best interests of the Company. Delivering first line technical support to a user base of approximately 6,500 staff. Providing analysis, diagnosis, escalation, and resolution of customers' IT issues.


*Act as a single point of contact for phone calls, emails and self-service tickets from internal staff regarding all 1st/2nd line Incidents & Service Requests.
*Maintain a high degree of customer service for all support queries and adhere to all service management principles.
*Troubleshooting of IT-related problems from in-house software to hardware, such as mobiles, Laptops, PCs, thin-clients and Printers.
*Work to the achievement of established Key Performance Indicator targets (such as First Contact Resolution & customer satisfaction).
*Escalate unresolved calls to the relevant support teams.
*Log all customer contact within the Service Desk ITSM tool (BMC Remedy).
*Take ownership of customer issues, following through to resolution ensure that progress is communicated in a timely manner.
*Publishing support documentation to assist staff with requests for information.


*IT Service Desk and/or Call Centre experience required - specifically supporting customer remotely.
*Excellent customer service skills.
*Excellent communication skills and telephone manner
*Excellent organisational and troubleshooting skills
*Computer & User Management within Active Directory
*Microsoft Exchange 2016 administration: creating shared mailboxes, distribution lists and amending permissions.
*Strong knowledge of Microsoft-based operating systems with emphasis on Windows 10.
*Office 365 specifically Teams and Outlook
*Mobile support via Mobile Iron.
*Citrix knowledge, Director, XenApp, Receiver.
*SCCM administration and support
*Telephony / Voice administration and support (Cisco Unified CM)

Candidates will ideally show evidence of the above in their CV in order to be considered.
Please be advised if you haven't heard from us within 48 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.
Pontoon is an employment consultancy and operates as an equal opportunities' employer.

Spring Technology acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Spring. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Arran Sawyer