It Service Desk

We are on the look out for an IT Service Desk Analyst to join a friendly and welcoming team in providing exceptional customer service. The right person will have the attitude to creating and building great working relationships with the team, partners, and stakeholders. You'll play a key part in ensuring to continually improve the efficiency and effectiveness to deliver a professional incident response. Most important is that you have a flexible approach, are good at solving problems and can communicate clearly. Benefits:Training, support, and opportunities for career progressionCompetitive salaryPensionBonus schemeEmployee assistance programmePerks membership and staff discount.Hours:Monday - Friday 8:30am - 17:00pmThe Role:Responsible for logging, assignment and timely resolution of incidents, problems, and service requests, escalating where necessary - including, but not limited to:

• Onboarding/Offboarding Users.
• Hardware/Software installation/update/troubleshooting.
• Provisioning of new/reimaging of existing Hardware
• Granting/revoking access to networked resources.
• Challenge End User requests presented as needs where appropriate.
• Proactively identify and propose opportunities to improve IT offerings to the End User
• Communicate to the business any IT issues/planned downtime/planned improvements.
• Maintain departmental asset register.
• Create/Contribute to/Update departmental Wiki and associated documentation.

Provide accurate content and input for departmental reports, including but not limited to:

• Monthly Departmental KPIs/Scorecard.
• Equipment Lifecycle, identifying equipment approaching End of Life with a view to replacement.
• Proactively monitor infrastructure to pre-empt service affecting issues, including completion of daily checks.
• Troubleshoot/Maintain Networking hardware, including patching.
• Participate in the Change Approval Board, submitting, presenting, and implementing IT change.
• Work with suppliers to ensure good operation of hosted infrastructure.

Essential Attributes, Skills & Experience

• Proven experience working within an IT Support environment.
• Strong experience in a technical IT support role, with good knowledge of Microsoft Windows 10/11.
• Experience in supporting Cloud technologies such as Office 365, including Exchange Online (with Advanced Threat Protection), SharePoint & Teams.
• Ability to be independent and resourceful, escalating issues where necessary. ?
• Maintains strong relationships with colleagues both within IT and across the wider business.
• Highly organised and displays strong attention to detail.
• Excellent listening, communication, and customer service skills.
• Excellent analytical and problem-solving skills.

Desirable Attributes, Skills & Experience

• Previous IT Support experience.
• Experience working within an ITIL environment.
• Willingness and aspiration to stay abreast of the latest technology developments.

Kelly Services are acting as an Employment Agency in relation to this role. Should you choose to apply, your information will be processed in accordance with Kelly's Privacy Statement. For information regarding data protection at Kelly, please visit the Kelly website and have a look into the Privacy Statement.

As an Equal Opportunities employer we welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation or age.