Service Desk Analyst

What’s In It For YouCompetitive salaryAnnual Salary ReviewsHybrid WorkingFlexible working hoursPension Private medical insuranceDental planLife assuranceIncome protection & Critical illnessPurpose of the Job The IT Service Desk is the central point of contact for all IT related incidents and service requests for Ocorian Group. The Service Desk Analyst will provide first line technical support for all Ocorian users ensuring Incidents and Service Requests are logged, responded, and resolved in line with ITIL Standards.Service Desk Analysts in Ocorian must consistently provide first class customer service while working in a dynamic, fast paced environment.Main responsibilitiesProvide 1st line support via phone, e-mail, walk-ups, and deskside support.Record all Incidents and Requests in the ITSM Platform ensuring correct categorisation is applied.Carry out and document troubleshooting on all incidents before escalating to Technical TeamsKeep Incidents / Service Requests up to date ensuring SLA is maintained and users are consistently updated on progress.Assign the incidents and requests that cannot be resolved 1st line to the appropriate teams with detailed handover notes.Manage all new staff onboarding / off boarding including the provision of IT equipment, account set up, engagement with other IT Teams to ensure a smooth operation.Frequently auditing stock levels of end user IT hardware and peripherals, ensuring replacements are ordered when required.Handover open Incidents and Service Requests to peers before leave of absenceMaintain the asset register within the ITSM Platform for end user equipment.Ensure all calls are responded to in a timely manner and within agreed SLAs.Logging faults with 3rd Party Suppliers and ensuring consistent follow up for updates,Share knowledge with peers and create / update knowledge base articles.Pro-actively engage with users in your site to build relationships and ensure their IT is working as expected.Notify Technical Teams of any issues having major impact on users (via the appropriate channels)Develop a detailed understanding of the Group and departments that are supported.Build and maintain good relationships with the Service Desk Analysts globally.Establish and maintain regular communications with the global IT Team, management and end users regarding IT activities and issues.Act as the IT Representative to the local officeAny other such duties that might be reasonably required for this role.