IT Service Desk Analyst

  • Location


  • Sector:

    IT Service Delivery Recruitment

  • Job type:


  • Salary:

    £22-24,000 + excellent benefits

  • Contact:

    Keith Wilkins

  • Contact email:


  • Job ref:


  • Published:

    over 1 year ago

  • Expiry date:


  • Startdate:


  • Consultant:


My client is looking for an enthusiastic and hardworking technical Service Desk Analyst with an excellent combination of technical support and customer service skills to join a busy IT Service Desk based in their Head Office at Farnham, Surrey

This role will be part of a team of six Service Desk Analysts providing a high level of technical assistance to keep the internal customers' systems up and running. This is a busy environment with 5000 users and 3000 calls a month.

We are looking for a confident, professional, problem solver who knows how to follow process.  All in a day’s work for an experienced SDA!

Role Responsibilities

  • Ensure all incidents and requests are logged on the ITSM tool within an ITIL driven environment
  • Provide a high level of technical expertise to our internal customers, in line with agreed KPIs
  • Demonstrate a high level of problems solving and troubleshooting
  • Ensure correct processes are followed
  • Procurement of IT assets and software
  • Maintain the Asset register
  • Manage your own workload within a fast-paced environment where priorities can change rapidly
  • Daily/weekly reporting on metrics against agreed KPI’s
  • Log tickets for Change Requests
  • Device configuration - laptop, desktop and mobiles
  • Maintain the Knowledge Base

Required skills/experience:

  • ITSM tool(s)
  • At least 4 years’ experience of working in a Service Desk environment
  • High level of problem solving/troubleshooting skills
  • Windows 7/10
  • Active Directory within a Windows environment
  • Microsoft technologies, including Word, Excel and Office 365
  • Excellent verbal and written communication skills
  • Ability to learn new systems/services/processes within a fast-paced environment
  • Ability to work under pressure
  • An eye for detail and quality

Desirable skills/experience:

  • Experience producing reports on Service Desk activity
  • Experiencing of administration of Office365
  • CompTIA A+ certification or relevant knowledge
  • Proficient Active Directory administrator skills, including creating accounts and group membership
  • Proven troubleshooting skills for network/Wi-Fi faults
  • Proven troubleshooting skills for VOIP Telephony systems
  • Knowledge of software deployment package creation

Based within walking distance of Farnham station, my client also provides free or subsidised parking.  Overtime is available on a rota basis and there is occasional Saturday morning work.

For further information and an initial discussion please call Keith Wilkins today or send your CV for review. Avocet Strategic Resourcing is acting as an employment agency in regard to this role.

Please note that every application received is personally reviewed by our team - Avocet Strategic Resourcing does not use automated screening tools.  On occasion, a high volume of applicants will mean that we are unable to respond personally to your application and should this be the case please accept our apologies in advance.  Applicants must be eligible to live and work in the UK to apply for this role