IT Service Desk Analyst

Please note this position will require occasional to semi-frequent travel to our facility in Elmdon, Birmingham.

Main purpose of the job

A Service Desk Analyst is the first point of contact for all users within our organisation who require Technical Support, working within defined processes to support timely resolution of user issues.

This a critical role in that it is the "face of IT" to everyone from the company CEO to the Operatives on the Production Lines. It is crucial that everyone receives the same level of service and attention.

Main missions and results

Incident and Request Management

• Logging and tracking user issues and requests into the company ITSM (Information Technology Service Management) Tool.

• Ensure all incidents and requests are assigned with the correct priority.

• Escalation of any issues that are not resolved within agreed SLAs.

• Communicate clearly and respectfully with users, providing honest updates on progress and realistic timelines.

• Monitoring lifecycle of incidents and requests to ensure successful resolution.

• Management of any P1 Incident.

• Collaboration with 3rd Party Vendors.

Technical Support

• Triage and resolve common IT issues with hardware, software and network connectivity (desktops, laptops, printers, operating systems, applications). This could be face-to-face or via Chat, Email, Phone or Remote Desktop.

• Ensure users understand next steps by communicating clearly and confirming understanding.

User Access Management

• Creation, Modification and deletion of user accounts.

• Resetting passwords and unlocking accounts (following relevant security procedures).

• Understand role-specific access needs to support new starters effectively.

New User Onboarding

• Collaborate with HR Teams to ensure new users are onboarded effectively.

• Configuration of user account access.

• Preparation of allocated hardware.

• Deployment of allocated hardware to nominated locations.

Knowledge Management

• Create and update Knowledge Base articles, FAQ's and user troubleshooting guides. This is to enable a level of self-service within our user community.

Asset Management

• Ensure the assets (Hardware & Software) are managed, maintained, and utilised to maximise the productivity of the business.

Change Management

• Coordination of IT Change Requests across the IT Estate.

• Support the adoption of new technologies and continuously seek ways to improve service delivery.

Problem Management

• Root cause analysis for IT P1 Incidents.

• Management of IT Known Errors and Risks.

Do you have experience in Software deployment?, * Technical IT system knowledge; basic understanding of IT concepts required, with a willingness to develop deeper technical competence

• Proven ability to own tasks and follow through to completion will be essential for the position.

• Curiosity and willingness to learn new technologies and methodologies.

• Strong communication skills.

• Attention to detail.

• Time management.

• Ability to collaborate effectively.

• Ability to work on multiple tasks simultaneously.

• Willingness to go above and beyond.

Note: this is not an exhaustive list. All employees are expected to show flexibility and continued self-development to meet the ever-changing needs of the business. All job descriptions / vacancy notices will be subject to continual development.