Service Desk Analyst

Summary

Job Description for Service Desk Analyst:

There's never been a more exciting time to be part of the nuclear sector. New opportunities are being created all the time. At NNL, you'll be in the ideal place to capitalise on this momentum, face new challenges and develop a long, successful and meaningful career.

We're an organisation that's here to experiment and push the limits of what's possible. So, if you're keen to excel in your chosen field, this is the place to do it. Because at NNL, anything is possible.

The Service Desk Analyst is the central point of contact between IT and its users on a daily basis. Via phone call, Service Portal, or email, it is where users log incidents (disruptions or potential disruptions in service availability or quality) & requests (routine requests for services).
The Service Desk Analyst will provide first and second line technical support to internal staff, working with applications and systems to undertake analysis, diagnosis and resolution of user incidents & requests.

Main Responsibilities for Service Desk Analyst:

• Act as a single point of contact for phone calls, emails & portal notifications from staff regarding IT incidents and requests.
• Receive, log and manage calls from internal staff via telephone, email and IM
• Aid with helping the Field Support Engineers maintain an Asset Database - CMDB.
• Provide 1st and 2nd line support and troubleshoot IT related problems from in-house software to hardware, such as Smartphones, Laptops, PCs and Printers.
• Troubleshoot basic network issues.
• Escalate unresolved calls to the appropriate support team
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• Manage tickets and ensure all incidents are resolved in accordance with their SLAs.
• Maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Provide basic in-house training, advice and guidance in MS Office applications used (Word, Excel, Outlook, PowerPoint).
• Maintain a knowledge base of known faults, errors and resolutions
• Perform basic IT support activities, such as creating user accounts, reset passwords, amend access, as some examples
• Arrange for external technical support where problems cannot be resolved in house.

Essential Criteria for Service Desk Analyst:

• Ability to obtain SC level security clearance (this includes but is not limited to identity, employment, financial and criminal record checks plus 5 years' worth of UK residency).
• Demonstrable experience in IT Service Desk and or Call Centre experience.
• Excellent communication skills and telephone manner.
• Self-motivation, who is a customer focused achiever and gains satisfaction from providing excellent customer service.
• Excellent organisational skills.
• Basic user & security group Active Directory administration knowledge.
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10, and Office 365.

Desirable Criteria for Service Desk Analyst:

• Experience working in a secure, accredited or regulated environment.