IT Servicedesk Analyst

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This position is varied and offers some excellent opportunities to get involved in a wide range of tasks.

• Providing fast, efficient, and courteous first & second-line Service Desk support to over 1300 users in a fast-paced consultancy, primarily remotely ensuring efficiency and maximising availability to support the EMEA region.


• Supporting clients on a variety of systems and software including Windows 7, MS Office 2010, Tablets, BlackBerry, Endpoint Anti-virus Protection, Cisco VPN, SCCM, Multi-function Printers, and Remote Access, within a TCP/IP wide area network.


• Testing, deploying and supporting the latest IT technologies, including tablets running Windows 10, Android, IOS, BlackBerry 10 and Windows Server 2012.

Further tasks include:

• Working on office/region and global wide projects as part of the wider team (such as assisting in the upgrade to Windows 7/Office 2010)


• supporting future systems rollouts and infrastructure updates


• writing new helpful documentation for our users and


• involvement in leading training sessions as provided by the IT team to all users as required

Service Desk queries need to be resolved within a short time-scale and therefore, the position requires an excellent problem solver who is good at prioritising, multitasking, and works well under pressure. Our clients aim is to provide immediate response and resolution to Service Desk issues in accordance with KPI targets. As such, we are looking for the following attributes in successful candidates:

Service Desk Skills

• Strong previous experience supporting Windows 7/8, MS Active Directory, MS Office, Endpoint antivirus clients, VPN clients, Network Printers, and Remote Access.


• Experience in remote multi-site support, and remote offsite support is essential


• Experience of working in an environment supporting 200+ users across a minimum of three sites


• Strong experience working on a second-line Service Desk via telephone, email and face to face


• Desktop Support – dealing with hard drive failures, Windows OS issues, installation of specialist software


• Experience of supporting, fault-finding and diagnosing problems in a TCP/IP network.


• Ideally experience in creating user documentation such as Teach Yourself documents or FAQs