1st Line IT Service / Helpdesk Analyst

Job Type:
Digital Workspace
Job reference:
29 days ago

1st Line IT Service / Helpdesk Analyst

6 Months

Coventry / Remote

£14 p/hr PAYE (possibly negotiable)

Monday to Friday - Core hours between 7am and 5:30pm

My client is seeking an experienced IT Service Desk Analyst to join their busy team. The successful candidate will predominantly work remotely but live in a commutable distance to Ansty Park in Coventry for team collaboration meets,

The successful candidate will deliver extraordinary day to day first line remote support to internal end users by using technical expertise and customer service experience to ensure effective and efficient response and resolution of all incidents and requests logged by telephone, email, portal, and chat.


  • Triage, log, troubleshoot and escalate incidents and service requests in the Service Management System (ServiceNOW) ensuring well-documented and actionable information is recorded for all tickets raised via telephone, email, self-service portal and chat, whilst achieving agreed SLA and KPI
  • Complete technical administrative tasks including JML (Joiners, Movers, Leavers) within agreed SLA.
  • Use, review and create Knowledge Base articles
  • Provide remote support of laptops, pc's, printers, mobile devices, and other computing equipment
  • Log all incidents and service requests in the Service Management system
  • Create well-documented and actionable tickets
  • Triage all support requests coming to IT via the service desk phone, e-mail, and self-service portal
  • Apply analytical skills to assess and resolve technical issues
  • Use Knowledge base to investigate, diagnose and resolve incidents remotely
  • Resolve incidents and fulfil requests upon initial response where possible
  • Escalate incidents and requests following the escalation and notifications procedure
  • Meet Service Level Agreements and Continuous Improvement objectives
  • Request and/or create knowledge articles in the knowledge base
  • Learn and implement approved IT policies, processes, and procedures
  • Other tasks assigned by supervisor

Key Technical Competencies

  • Ability to work independently and collaboratively, under pressure and within strict time constraints while working in a continually changing environment
  • Experience supporting manufacturing, production facilities
  • Strong understanding in Microsoft Products
  • Technical knowledge of supporting Active Directory including Group Policy management and user account creation and maintenance
  • Basic understanding of common network protocols and services
  • Strong customer service skills, oral and written communication skills
  • Experience in the day-to-day support of:
    • Printer and Peripheral Support
    • Desktop Applications and Desktop Administration
    • PC network and internet connectivity
    • Windows Support and Windows Operating Systems
    • Active Directory, Microsoft Exchange Administration. SharePoint
    • Remote Access Tools
    • VIP Support

Please submit your CV in the first instance.

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