IT Service Desk Analyst

DGH Recruitment

Greater London, UK

3 days ago

Prepare application

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Compensation

£49,000.0

Working hours

Regular working hours

Job source

Microsoft Word Microsoft Excel Software Applications Cloud Computing Office365

Log, categorise, and manage incidents and service requests received via calls, email, and self-service tools.
Follow agreed procedures to identify, record, and prioritise incidents, ensuring accurate documentation and timely updates.
Provide 1st and 2nd line technical support, resolving incidents wherever possible to achieve a high first-time fix rate.
Escalate complex issues to specialist technical teams when required.
Deliver desk-side support to diagnose and resolve user issues where remote resolution is not possible.
Maintain accurate records of incidents, actions taken, and resolutions within the service management system.
Contribute to the creation and maintenance of technical support documentation and knowledge resources.
Investigate problems in systems, processes, and services, assisting with implementation of corrective actions and preventative measures.
Identify opportunities for service improvement and contribute to continuous improvement initiatives.
Promote and apply appropriate IT support methodologies, tools, and best practices.
Participate in shift rotations and on-call support to ensure service availability outside standard hours.

Experience providing 1st and 2nd line IT Service Desk support in a professional environment.
Strong understanding of incident management and service request handling using structured processes.
Proficiency supporting Microsoft 365 applications, including Word and Excel.
Experience documenting incidents, resolutions, and support procedures within service management systems.
Knowledge of problem investigation and resolution techniques for systems, processes, and services.
Familiarity with ITIL practices; ITIL Foundation certification required.
Experience supporting or working with legal-sector IT applications such as 3E Cloud, BigHand, and NetDocuments desirable.