Service Desk Analyst
$28,800–$33,900 year
On-siteWhiteley, England, United Kingdom of Great Britain and Northern Ireland
Job Summary
Provide technical support for hardware, software, networking, and telecommunications systems to internal and external customers. Diagnose, troubleshoot, and resolve issues, escalating complex incidents while researching problems using available documentation. Route incidents to specialist teams, log and manage incidents using approved toolsets, and provide remote support including VPN connectivity and mobile device assistance. Create and manage user accounts, develop process documentation, and communicate system alerts and outages. Work onsite in Whiteley, Hampshire, covering an 8-hour shift from 08:00 to 18:00. Requires UK Security Clearance (SC).
Required Qualifications
- SC clearance (attainment and maintenance)
- Eligible to obtain UK Security Clearance (SC)
- Experience supporting Microsoft Windows operating systems
- Experience supporting Microsoft Outlook and Microsoft Office applications
- Strong customer service skills with a focus on delivering a positive user experience
- Effective verbal and written communication skills
- Good problem-solving and troubleshooting abilities
- A proactive approach and willingness to learn from colleagues and share knowledge with others
- Ability to work independently as well as collaboratively within a team environment
- 8-hour shift between 08:00 and 18:00
- Location: Whiteley, Hampshire (onsite)
Desired Qualifications
- ITSM tools and ITIL environments
- VPN and remote access support
- Mobile device support
- Networking technologies, including wireless connectivity
- Service desk, desktop support or technical support experience
- Strong organisational and time management skills
- A flexible and adaptable approach to changing priorities
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