ITSM Service Desk Analyst

Are you interested in starting a career within IT? Join a fast-paced support department that is passionate about delivering excellent customer service, resolving customer issues and involved in all aspects of technical and application support.

Business Technology ITSM Service Desk Engineer 

The ITSM Service Desk Engineer provides second line technical support to end users within OneAdvanced. The role includes resolving technical IT incidents, troubleshooting IT infrastructure problems, and ensuring efficient and effective IT service delivery in an enterprise hardware and corporate applications environment. 

Key responsibilities of ITSM Service Desk Engineer include: 

• Provide second-level technical support: Respond to escalated support requests from ITSM Service Desk analysts and end users. Troubleshoot and resolve technical hardware, software and infrastructure related issues within agreed SLAs. Escalate critical problems to the appropriate IT teams when required.
• Perform Advanced Incident Management: Log and track all support requests and incidents accurately and thoroughly in the ticketing system. Prioritise and categorize incidents based on urgency and impact. Ensure that incidents are resolved within agreed-upon service level agreements (SLAs).
• Troubleshoot network and connectivity issues: Diagnose and resolve network-related problems, including LAN, WAN, and wireless connectivity issues. Collaborate with network and infrastructure teams to identify and resolve underlying network problems.
• Build and maintain end user virtual machines, including Windows Desktop, Windows Server and Linux devices within Business Technology ITSM infrastructure.
• Monitor and remediate any end user device compliance issues; ensure operating system versions are supported and security solutions are installed and running correctly.
• Assist with system administration tasks: Perform advanced system administration tasks, such as user account management, access control, and security configurations. Ensure compliance with IT policies and procedures.
• Provide on-site IT support at OneAdvanced sites where required for both end users and IT infrastructure.
• Conduct root cause analysis: Investigate and analyse recurring incidents to identify underlying causes and implement preventive measures. Collaborate with other IT teams to address root causes and improve overall system stability.
• Mentor and support IT Support Desk Analysts: Provide guidance and knowledge transfer to Analysts to enhance their technical skills and problem-solving skills. Act as a subject matter expert and resource for complex technical issues.
• Produce and maintain process documentation for both the ITSM Service Desk and end users.
• Collaborate with IT teams & other business functions: Work closely with other IT teams and business functions, such as infrastructure, applications, and security, to resolve complex technical issues. Provide accurate and detailed information to assist in problem resolution and contribute to continuous improvement initiatives.
• Ensure excellent customer service: Deliver exceptional customer service by providing timely and effective communication, setting realistic expectations, and following up on support requests. Maintain a professional and courteous demeanour when interacting with end-users.
• Stay updated on technology trends: Keep abreast of emerging technologies, industry best practices, and IT service management frameworks. Continuously enhance technical knowledge and skills through training, certifications, and self-study.
• Ensure excellent customer service: deliver exceptional customer service by providing timely and effective communication, setting realistic expectations, and following up on support requests. Maintain a professional and courteous demeanour when interacting with end-users.
• Adhere to a continuous improvement culture, share knowledge with peers and take responsibility for updating the Knowledge Base where appropriate for hardware and software related knowledge.

• Effective problem solving skills
• Well-developed oral and written communication skills
• Well organised, with the ability to work proactively in a team in a busy environment
• Experience with using Microsoft Windows and Microsoft office suite
• Understanding and experience of working in a ITIL environment would be beneficial

Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral

• Annual Leave – 25 days of annual leave, plus public holidays and the ability to buy additional days
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First
• Endometriosis Friendly Employer - We are proud to confirm our commitment to developing an environment and culture that allows those with endometriosis to thrive in the workplace

Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally

• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success

Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important

• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company
• Income protection insurance – Providing you with support and assistance when you need it most
• Discounted Parking - We have partnered with QPark to provide an exclusive discounted rate for OneAdvanced employee's when purchasing a digital season tickets

Recognition – Highlighting and rewarding the great work our people do

• Performance & Talent – Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self

Making a Difference – we provide opportunities to help our people make a difference to the causes they care about

• MatchIt! – Fundraise for a cause close to your heart and Advanced will match part of the funding
• Volunteering Time – Our volunteering leave scheme allows you to use your time to help those who need it
• Pennies from Heaven – donate the pennies from your pay check to help make a difference without lifting a finger