3 weeks ago

Service Desk Analyst

Horsham £9.50 p/h - £11.50 p/h Contract

A fantastic opportunity to work with the IT department of our client has arisen. You will be acting as the point of contact between customers and IT Service Management including handling technical incidents and request.


The Role

  • Deal with incoming calls to the IT Service Desk ensuring requests are interpreted and recorded accurately, making consistent and effective use of the IT call-logging software
  • Provide effective and positive 1st and 2nd line customer focused support at all times
  • Provide first and second line support through the call-logging software and on-site, as appropriate for all Incidents and requests Customer Service
  • Ensure Incidents and requests are resolved and implemented to agreed standards and timescales
  • Consult with staff, colleagues, suppliers on all aspects of 1st and 2nd line IT Service Delivery including SLAs, continuous improvements
  • Update and maintain information on the call-logging software
  • Perform agreed system/database administration and housekeeping tasks and routine operations 

Hours: Monday to Friday 9am – 5pm (35 hours per week)



  • Technical qualification in Computer Systems and /or recognised IT qualification to diploma level.
  • Extensive knowledge of IT, including the following:
  • Active Directory administration
  • PC hardware
  • MS Windows Operating System and MS office, Email, Internet & intranet
  • Smartphones
  • Exposure to wireless networking
  • An understanding of LAN/WAN processes
  • Experience of remote
  • Cloud Services
  • 2nd line support
  • Experience of working with third party IT providers
  • Experience in using helpdesk applications to log and monitor support calls
  • Demonstrable experience of IT Call Centre/Helpdesk/Service Desk or other IT telephone based service or customer support function.
  • Good documentation and communication skills
  • Strong customer service ethic Excellent communication skills –ability to explain technical details to non-technical customers

Please click apply now if you’re interested in this role.

Harris Lord is acting as a Recruitment Agency in respect to this vacancy.

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