Service Desk Analyst / Incident Analyst

Infrastructure | | London

 

 

 

Currently 2/3 personable, ambitious and articulate professionals looking to progress their career in IT

This is a great opportunity to be part of a winning team, owning Service Desk support for one of the leading ecommerce company’s in London, having a common vision of making a difference.

Looking at Graduate Level Analyst with circa 1 year+ experience and Mid Level (2nd line) professionals.

Salary: £25k – 40k (Dependant on Experience) + Benefits

  • Duration: Permanent
  • Start date: ASAP (Understand notices may have to be served)
  • Location: Central London

The successful Service Desk Analysts will have the following:

  • Some commercial experience in an IT Support/ Incident related role
  • Computer Science (OR similar) related Degree (MUST be 2.1 OR above)
  • Basic understanding in Microsoft tools such as Excel and PowerPoint for reporting.
  • Ability to work autonomously and take ownership of situations
  • Good communication skills & Listening skills
  • Demonstrable problem-solving skills
  • Ability to adapt to sensitive scenarios where clients are concerned
  • Ability and confidence to engage with stakeholders across the business at any level

Any of the following would be highly advantageous but NOT necessary:

  • ITIL Foundation certified
  • Basic knowledge of Linux or Unix
  • Basic knowledge of SAP Hybris

As the successful Service Desk Analyst, you shall:

  • Be first to acknowledge an incident or request, triage and assign to a relevant resolver group
  • Respond to alerts raised by monitoring tools – escalate to resolver group if needing attention
  • Tracks incidents and problem tickets until successfully closure
  • Follow documented known-error repository to resolve recurring issues
  • Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
  • Take ownership and responsibility of incidents, requests and problems assigned
  • Maintain knowledge repository and tracking for area of responsibility
  • Compile reporting on status of incidents, problems and requests
  • Ensure SLA’s are met by various resolver groups – chasing and escalating to avoid breach
  • Maintain and consistently demonstrate a general knowledge of company policy and processes

This is a superb opportunity for a Junior & Mid-level, ambitious persons who are keen to boost their career in IT.

If this is of interest to you, please do click ‘apply’ now and send your CV to Kerry.foreman@venturi-group.com

CV’s are being reviewed as a priority and interviews arranged quickly.

 

Key terms: IT Support, Service Desk, Projects, Information Technology, SLA, ITIL, Processes, Incidents, SAP Hybris, Linux, Unix

 

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