JOB DESCRIPTION
Job Title: IT Service Desk Analyst
Reporting to: Service Desk Manager
Location: Ashford

Overall Objective

• To work as part of the UNA IT Service Desk team to provide a high level of support and service to the English language user community of Europe and Africa-Middle East, which will often include visitors from international sites, in response to incidents, requests and project work arising on supported computer applications and platforms.

Main Responsibilities

Decision Making Authority

• Troubleshoot and provide first level support on Service Desk calls spanning a wide range of applications, systems and hardware.
• Create detailed service desk calls in AskMe (ServiceNow) tool, monitor, chase resolver groups and keep user informed of progress through the lifecycle of the call, from inception through to resolution.
• Build/rebuild workstations to company specifications.
• Asset Management, including the deployment and collection of redundant IT equipment and the accurate updating of inventories.
• Provide basic user training for new starters and for new equipment.
• Assist users with IT equipment location moves around the site.
• Project work: Application and new equipment rollouts, audits.
• Day-to-day Service Desk activities including: dealing with contractors, managing the Service Desk email inbox, phone calls, chats, walk-ins and AskMe unassigned queue.
• Keep abreast of IT activities, changes and outages.
• Attend team and company meetings and provided training to develop relevant knowledge and skills and to adhere to Environment, Health and Safety policy.
• Take part in/support company events when required.
• Adhere to company policies.
• Support the production environment for which wearing Personal Protective Clothing is essential.

AskMe call placement is fundamental in reducing SLA.

Required Competencies

• Good soft skills/communication, both verbal and keyboard, including the ability to converse with people at varying levels, from factory workers to senior executives, and should possess a customer service orientated background.

• Proficient problem analyzing and solving skills.

• Previous experience of working with a Service Desk tool, preferably AskMe (ServiceNow)

• A fundamental working knowledge of IT principles hardware, software and other devices, e.g. Smartphones: iOS and Android.

• A good understanding of Windows 11 and 10.

• Experience of Microsoft Office 365 and 2016.

• Experience of Google Suite including Gmail and Drive.

• A knowledge of InTune, Azure, Webex, Landesk would be beneficial.

• The ability to work as part of a team or alone including individual project work when required.

• The ability to work under pressure to meet deadlines.

• Smart, professional appearance as customer facing.

• Notes46

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