Service Desk Analyst

Role: Service Desk Analyst

Location: London

Key Essential Skills

• Service Desk Experience
• Ability to provide a high level of customer service
• Extensive experience Windows 7 & 10
• Experience with Microsoft Office Suite
• Worked with ITSM tool's (Servicenow or Cherwell)
• ITIL Foundation (Minimum)

Desirable Skills:

• Resilience
• Problem Solving Skills
• Analytical mind-set
• Excellent Customer Service Skills
• Ability to work well in a team

Role & Responsibilities:

• Troubleshooting and accurately logging all IT issues reported to the Service Desk.
• Provide solutions & workarounds where possible which meet the customer and business expectations.
• Providing technical support and advice to users, liaising with 2nd and 3rd line infrastructure and application support personnel to resolve complex hardware/software issues.
• Providing first-line telephone support for IT and facilities related support calls/requests ensuring that calls are answered within SLA and that relevant issues are escalated appropriately.
• Working to personal and team SLA's/KPIs.
• Adhering to the Incident management processes, ensuring updates to tickets and users are performed in a timely manner.
• Total ownership and communication of updates and resolution to end users
• Monitoring of ITSM tool queue to ensure all fault calls are progressed and updated.
• Monitoring of emails to ensure all requests and faults are logged and responded to in a timely manner.
• Providing support on Wireless networks and VPN remote connectivity issues

Outline Thebes Group:

Thebes Group is a leading UK wide IT infrastructure technology consultancy. We are well-known for our extensive talent pool of highly competent IT professionals and exclusive Academy programmes, which provide a great opportunity to undertake technical training in core disciplines. Thebes work with a number of leading vendors, Government, financial institutions and insurance companies including investment banks, brokers and hedge funds.

Thebes does IT solutions & services differently from most other IT service providers. As an Assured Outcome Provider (AOP) we have spent fifteen years willingly sharing the client's risk with them by focusing on outputs (ie quality service & solutions and ROI) rather than inputs (ie pricelists and headcount). We do this by fitting our skills, solutions & capabilities to needs, augmenting our staff with enthusiastic professionals from our Academy programme and remaining flexible as our clients' needs change.