IT Service Desk Analyst – Tier 1

York, Yorkshire
Investigo Change Solutions

The IT Service Desk serves as the single point of contact for all supported IT services. Managing incidents and requests, ensuring effective communication at all times.

On a day-to-day basis an IT Service Desk Analyst – Tier 1 is responsible for logging and prioritising incidents accurately, providing first contact resolution for a variety of IT incidents and facilitating access management requests to ensure users only have access to the IT resources required to carry out their duties.

Key Responsibilities:

• Provide a single point of contact for all supported IT services, responding to incidents and requests.
• Deliver outstanding customer service by answering all calls promptly, remaining courteous and professional at all times.
• Use effective communication to proactively manage customer expectations.
• Log all incidents and requests in the appropriate software, ensuring all relevant information is recorded accurately.
• Ensure incidents are categorised accurately and prioritised in accordance with their agreed impact and urgency.
• Provide Tier 1 support in accordance with IT policies and procedures.
• Assign relevant incidents and requests to the wider IT team in accordance with IT policies and procedures.
• Ensure that all owned incidents and requests are resolved in accordance with their Service Level Agreement (SLA).
• Escalate incidents where a satisfactory resolution has not been provided or where a higher level of management input is required.
• Provide on-site support for all York office users and services [Plc and Yorkshire Regional company].
• Participate in training for new technologies and services as they transition from project delivery into business operation.
• Facilitate access management requests to add, change or remove access in accordance with IT policies and procedures.
• Assist in the management of all IT hardware and software assets.
• Perform any other tasks assigned to you. This includes regular tasks and any ad hoc requirements as defined by the IT Service Desk Manager or senior members of the team.

Qualifications:

• A Level IT, BTEC in Computing or equivalent.