Service Desk Analyst - IT Helpdesk - 1st Line Support

  • Job Reference: HQ00015673
  • Date Posted: 18 September 2018
  • Recruiter: Williams McKinley Ltd
  • Location: Oxfordshire
  • Salary: £21,000 to £24,000
  • Bonus/Benefits: benefits
  • Sector: IT (general)
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Service Desk Analyst - IT Helpdesk - 1st Line Support

This role is responsible for providing effective day-to-day delivery of first line support services and functions.

The IT Helpdesk role will be expected to resolve calls and requests in accordance with defined Service levels; liaise with staff and support teams to ensure the timely resolution of incidents and requests.

It will also be necessary to provide technical advice and expertise in relation to desktop hardware and software, provide quick break fix solutions to customer queries and escalate those to the appropriate expert team within a defined time period ensuring information gathering is complete


  • Resolve incidents and action requests as required by performing an accurate diagnosis and implementing an appropriate solution. Monitor and escalate incidents and requests against defined service levels
  • Build and develop relationships between all support teams, inclusive of Desktop Support, Support Desk and Technical Infrastructure teams
  • To carry out root cause analysis work to ensure we are taking a proactive approach to providing support to our Customers.
  • Working closely with current systems and support staff and identifying current or pending areas of concern, and opportunities for growth or consolidation.
  • Collect and prepare management information as required.
  • Monitor and supervise the Service Now queue ensuring all incidents and requests are accepted and responded in line with the Service Desk SLAs.
  • Email, Phone and desk-side technical support of Windows/Mac workstations and related software.
  • Some Active Directory administration.
  • Installs new software releases, system upgrades, patches and resolves hardware and software related problems in a Windows or Macintosh environment.

To be successful the ideal candidate will have:

  • Previous experience in a Service Desk / Helpdesk / 1st line support role
  • Experience supporting Office 2016, Windows 7
  • Active Directory administration experience
  • Excellent customer service skills
  • Be solution focused
  • Able to deal with high volume and priorities accordingly
  • Good communication skills both written and verbally

Please send a CV detailing experience with the above required technologies for consideration.

Service Desk Analyst - IT Helpdesk - 1st Line Support