IT Service Desk Analyst

This is an exciting opportunity for someone to complement our existing IT Service Desk team - dedicated to always providing an excellent IT service to our internal customers. In this role you will join the interactive investor (ii) Service Desk which currently manages approx 2000 user incidents per month along with supporting major incidents, changes, and requests.

As an IT Service Desk Analyst, you will manage the speedy answer, response and resolution of all inbound incidents and requests via E-mail, phone, in person and via the Internal IT Service Delivery toolset. The right person will have previous experience working within a busy Service Desk environment (minimum of 3 years’ experience) and have proven demonstrable ability to work to strict processes, tight deadlines and adhere to company set regulations and procedures. Managing your customers’ expectations, ensuring that they’re kept updated on the status of their outstanding IT calls in line with expectations and agreed SLAs and building relationships with our customers and your colleagues, and working within a team to provide a great service to all.

Reporting directly to the IT Service Desk Team Leader, the successful candidate will show enthusiasm, excellent customer service skill, excellent technical and diagnostics skills and a “hit the ground running” work ethic., * Taking personal responsibility for delivering on your objectives in line with our values.

• Making sure that incidents and service requests are logged, progressed, and resolved according to our agreed standards and procedures.
• Flexibility to travel in covering requirements across all ii/Aberdeen office locations.
• Making sure that all steps you’ve taken when working on an incident or service request are clearly documented in the ITSM tool.
• Adhering to standard operating procedures to complete service requests.
• Escalating calls to appropriate teams.
• Managing your customers’ expectations, ensuring that they’re kept updated on the status of their outstanding IT calls in line with expectations.
• Covering early and late shift in the office (7am to 5.30pm) on a rota basis. Early shifts: 07:00-15:30, Late shifts: 09:00-17:30.

• Preferable minimum 3-years previous experience working in a busy IT Service Desk environment, ideally on a technical service desk supporting a large number of users.
• Ability to respond to a high volume of queries from across the organization, while remaining resilient and enthusiastic.
• Being able to accurately log, progress and resolve service calls using an ITSM tool.
• Owning the outcome for delivering customer service using a variety of communication methods.
• Having strong verbal and written communication skills - you’ll be dealing with colleagues at all levels across the organization both in person and remotely.
• Having technical understanding of IT within an enterprise.
• Good troubleshooting skills and experience of Microsoft products including Office suite and M365.
• Additionally, you will have knowledge and/or working experience of ITIL based service management and operational support, disciplines.
• Certifications such as MSCP and ITIL would be advantageous.
• Experience supporting Windows 11 within an enterprise environment.
• Experience managing user, groups and mailboxes in MS Exchange and Office 365.
• Working knowledge of laptop and printer hardware dependencies and relationships of networks, phones, mobiles, PC operating systems, and office meeting room technologies including Audio Visual.
• Recognised IT qualifications would be beneficial.
• Any experience of supporting macOS would be advantageous.

• Group Personal Pension Plan - 8% employer contribution and 4% employee contribution
• Life Assurance and Group Income Protection
• Private Medical Insurance - Provided by Bupa
• Staff Discounts on our investment products
• Personal & Well-being Fund - Supporting your physical and mental wellness
• Retail Discounts - Savings at a wide range of high street and online retailers
• Voluntary Flexible Benefits - Tailor your benefits to suit your lifestyle