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Service Desk Analyst / 1st Line

Job Reference: JSSERVDESKLEEDS_1503476520

Salary: £20000 - £26500 per annum + excellent benefits

Salary per: Annum

Job Duration:

Job Start Date: ASAP - Will wait notice

Vacancy Posted: 23-08-2017

Contract Type: Permanent

Location: Leeds, West Yorkshire

Service Desk Analyst / 1st Line Support

We are currently looking for a talented Service Desk Analyst / 1st Line Support analyst to join an experienced team of engineers looking after systems for a globally recognised client. You will be working alongside third parties to ensure 24/7 support for all IT related queries, issues and change requests.

This role will operate a 24/7 shift rota, predominantly working night shifts (75% of the time). The shifts operate 19:00 – 07:00 and 07:00 – 19:00. Within the shifts there will be 1x 1 hour break and 2x 30 minute breaks.

Role Responsibilties:

  • Providing overnight Service Desk facility, giving good levels of 1st time resolution (up to 60%) and triage for issues passed on to 2nd/3rd line support teams
  • Ensuring all operational tasks are completed Monitoring for systems messages and alerts and taking appropriate action
  • Provide assistant to Service Level Management to manage Major Incidents
  • Provide assistant to Change Management and Project teams relating to system implementations and changes
  • Liaise with Service Desk, Incident Support, Deskside Support, Networks, 3rd line Technical Support and other support teams to facilitate any tasks that can be carried out overnight on either a regular or adhoc basis (system monitoring, checking, admin tasks, housekeeping)
  • Ensuring Assyst CMDB is kept up to date and accurate
  • Provide mentoring, support and guidance to the Service Technicians
  • Ensure OLA levels are maintained

Skills required:

  • Service Desk/1st Line support experience
  • Technical/Operational experience in a large IT support environment
  • Excellent communication skills
  • Ideally have experience in working night shifts / must be flexible to work atleast 75% night shifts

Service Desk Analyst / 1st Line Support

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation.

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