Peabody has an exciting opportunity for a Service Desk Analyst to join our team based in Tower Bridge, SE10.

You will join us on a full time, permanent basis in return you will receive a competitive salary of £28,000 per annum.

 The Service Desk Analyst role:

You will maintain a working knowledge of and supply guidance on all hardware and desktop applications in use within Peabody and to use this knowledge to assist in the creation and maintenance of a technical and end user documentation library.

You will be the first point of contact into the IT Department via the Service Desk and provide first line technical support.  Must have excellent customer service skills to facilitate the initiation and progression of Incidents and Service Requests and to restore normal service as quickly as possible.

Responsibilities of our Service Desk Analyst include:

- Work with a number of applications/systems undertaking analysis, diagnosis and resolution of customers

- Advise and support our customers in resolving their queries and issues relating to hardware and supported applications, within agreed Service Level targets, managing customer expectations

- Maintain a high degree of customer service for all support queries and adhere to all service management principles

- Take ownership of incidents and requests, following up status on behalf of the user and communicate progress in a timely manner

- Escalate unresolved tickets to 2nd line support and infrastructure support team

- Follow the Incident Management and subsequent service requests process through to closure

- Administer the Service Desk system, ensuring all incidents and requests are logged, and maintain the information to ensure its timeliness, accuracy, relevancy, escalation and status

- Install, maintain and troubleshoot hardware and software faults, liaising with third party support where necessary

- Update, maintain and audit systems/records, with special emphasis on the IT Asset Register, to ensure that information/data is kept up to date and accurate and that KPI’s are met

- Maintain a working knowledge of and supply guidance on all hardware and desktop applications in use within Peabody and to use this knowledge to assist in the creation and maintenance of a technical and end user documentation library

What we’re looking for in our Service Desk Analyst:

- Excellent Microsoft Desktop skills and troubleshooting

- A good understanding of the Microsoft Environments, Citrix, phones, networks, AD environments

- Excellent Customer Service Skills face to face and on phone

- A can-do attitude and with a proactive approach to work

- Demonstrable experience of working in a similar environment

- Self-motivated achiever and excellent communication skills

- Incident Management experience – Managing incidents including business expectations and communication skills

- Excellent time management skills with the ability to multi-task and achieve results in a high-volume environment

- Good communication and listening skills

- Excellent problem-solving skills, patience and perseverance

- Relevant industry recognised certification CompTIA, Service Desk Institute Analyst etc.

Closing date: 23 Oct 2019

If you feel have the skills and experience to become our Service Desk Analyst please click ‘apply’ now to be directed to our careers page and complete your application. Please monitor your emails also during this time.

Peabody is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.

NO AGENCY INTEREST