Service Desk Analyst
Full time onsite in Peterborough
£ hourly rate inside IR35
We are looking for a dedicated and customer-oriented Service Desk Analyst to provide first-line IT support to end-users. The ideal candidate will have a strong technical aptitude, excellent problem-solving skills, and the ability to communicate effectively. The Service Desk Analyst will be responsible for logging, tracking, and resolving incidents and service requests, ensuring excellent customer service and efficient resolution of IT-related issues.
Key Responsibilities:
Provide first-line support to end-users via phone, email, and chat, addressing IT incidents, service requests, and issues.
Troubleshoot and resolve hardware, software, and network problems, ensuring a high level of user satisfaction.
Log and track incidents and requests using the IT Service Management (ITSM) system, ensuring all information is accurate and up-to-date.
Diagnose and escalate issues to appropriate teams or senior technicians when necessary.
Monitor and manage the service desk queue to ensure all requests are prioritized and handled within agreed service levels (SLAs).
Maintain knowledge of current IT systems, software, and hardware.
Offer advice and guidance on IT best practices and user queries.
Document common issues and solutions in the knowledge base for self-service support.
Provide support for software installations, upgrades, and patches.
Assist with user account creation, modification, and deactivation in Active Directory, email systems, and other tools.
Participate in periodic training and skills development to stay current with new technologies.
Collaborate with other IT teams to ensure a seamless end-user experience.
Please send your CV if this could be of interest
LA International is a HMG approved ICT Recruitment and Project Solutions Consultancy, operating globally from the largest single site in the UK as an IT Consultancy or as an Employment Business & Agency depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, LA International welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International, winner of the Recruiter Awards for Excellence, Best IT Recruitment Company, Best Public Sector Recruitment Company and overall Gold Award winner, has now secured the most prestigious business award that any business can receive, The Queens Award for Enterprise: International Trade, for the second consecutive period.
