Fortune associates

Service Desk Analyst

  • Location: London
  • Rate: £25,000 +
  • Type: Permanent

An excellent opportunity has arisen for a Service Desk Analyst to join our prestigious client based in Central London. This opportunity will give the suitable Service Desk Analyst a chance to grow and develop their support skills working across the Microsoft technology stack cover 1st and 2ndline support. This is a great opportunity to join a company that invests in their staff and believes in organic growth.

Key Responsibilities

·Provide outstanding customer service to all users and ensure they receive an amazing experience in every contact with the Service desk.

·Deal with inbound calls and emails from users with technical issues and requests in a timely manner, capturing detailed information in to LANDesk for each call.

·Ensure that tickets are logged,prioritised and categorised correctly.

·Manage personal call queue,ensuring that all tickets are updated regularly on a daily basis unless the user has agreed otherwise.

·Give 1st – 2nd line technical support as required offering assistance and solutions with First Contact Resolution provided wherever possible.

·Ensure that relevant calls are escalated to the correct team/resource in a timely manner with the appropriate information for the next team to be able to progress without having to go back to the user to confirm basic details.

·Ensure that procedures are followed correctly to ensure a consistent approach to support across the team, (e.g.for new starters and leavers,PC/laptop builds, call handling, etc).

·Provide regular updates to users and ensure ongoing communication is maintained throughout the life of the call, setting expectations appropriately at each communication point and ensuring that calls are only set to‘resolved’ on confirmation from the user.

·Work well with other team members and other teams as required.

·Fix hardware faults where possible, provide assistance with and perform system builds/re-builds, software installation, upgrades and patch management on PCs,laptops and peripherals as required.

·Deal with a wide range of support calls including password resets, browser issues, Microsoft Windows/Office issues,email issues and software issues,resolving where possible and escalating to the relevant team if necessary.


·Customer focused with excellent customer service skills.

·Strong written and verbal communication skills– both face to face andover the telephone. Clear and concise telephone communication is essential.

·Keen focus on attention to detail.

·Advanced trouble shooting and administration skills for desktop systems, tablets,smartphones,printers, Microsoft Windows (particularly Windows 7 and 10), and Microsoft Office.

·Proven understanding of networking,particularly Local Area Networks,plus DNS and DHCP.


·Minimum of 12 months IT technical support experience in an ITIL focused service

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