1st Line Service Desk Analyst

We have a fantastic opportunity for a 1st Line Service Desk Analyst to join our Group IT Team in Liverpool (Matchworks office). This role offers Hybrid working.

The 1st Line Service Desk Analyst plays an important part in providing 1st and 2nd line IT support functions to Amey internal staff and external partners. They provide technical advice and support in relation to all Group IT deployed hardware and software. Logging incidents and requests on behalf of our customers and ensuring compliance with the departments policies and processes. 

The Service Desk also liaise with our technical resolver groups to ensure the timely resolution of incidents and requests which cannot be fixed at the first point of contact, ensuring that our strict Service Level Agreements are met. 

Service Desk are the face of IT, and we rely on them to provide outstanding customer service in all aspects of their work. They live by five simple rules:

• Understand and uphold our IT service commitments.

• Leave a good impression: Every customer interaction matters.

• Be transparent: manage demand by setting and meeting expectations.

• Take ownership: follow up and follow through.

• Work as a team be supportive, work together and hand on tasks.

The standard hours of work are based on 37.5 hours per week Monday – Friday. 

Work-life balance and flexibility are key for our success. We empower our people to make choices that are right for them, with hybrid, part-time and flexible work patterns. And with a network of offices across the UK, we’re open to discussing working options that suit you.

You will be responsible for:

• Helping build on our image as the friendly and approachable face of IT. 

• Providing outstanding customer service

• Providing advice and assistance to our customers, partners, and suppliers

• Being the primary point of contact for all incidents and requests

• Ensuring detailed and accurate information is captured at the first point of contact.

• Providing initial troubleshooting and diagnostics capabilities

• Maintaining our strong first-time fix rates.

• Ensuring incidents/requests are assigned to the correct technical resolver groups.

• Prioritising and categorising incidents in line with our existing processes.

• Assisting in the handling and management of Major Incidents and outages

• Contributing to our ethos of continuous service improvement

• Promoting a strong working relationship between the Service Desk, our technical resolver groups, partners, and suppliers

We want to hear from you if you have:

• Qualified up to GCSE level (minimum of 5 GCSEs A-C)

• Experience in working in a busy IT service desk environment 

• Strong Customer service skills and experience 

• Detail orientated

• Approachable, patient, and friendly 

• Excellent communication skills

• An awareness of ITIL and common IT functions.

• An understanding of how IT can help facilitate business goal and objectives.

   

• • Excellent organisational skills and an ability to multitask and prioritise.

  • Excellent troubleshooting skills.

  • A basic understanding of PC hardware

  • Experience of remote assistance tools, including Microsoft Remote Assistance, RDP and LogMeIn.

  • Experience of supporting a Windows 10 desktop environment.

  • Experience of providing support in a Citrix thin client environment.

  • An understanding of basic networking principle (TCP/IP, DNS, WINS, DHCP).

  • A good working knowledge of the Microsoft Office Suite (2016, O365).

  • A good understanding of Active Directory (On Prem and Azure).