IT Service Desk Analyst

L1 IT Service Desk AnalystFull TimePermanentCosham, Portsmouth PO6 (5 days per week onsite in office M-F 9AM-5.30PM)£26-28K basic + benefitsAre you an experienced L1 IT Service Desk Analyst looking for a new challenge?Do you have a background in IT Service desk, ITIL practices and ITSM platforms along with knowledge of Windows OS, M365, Windows Server and app or database support?Here at ARM we are recruiting for a full time permanent L1 IT Service Desk Analyst for a global IT services and consultancy client of ours.Our client:They're a leading business with a global reach that empowers local teams, and they undertake hugely exciting work that is genuinely changing the world. Their advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.Reporting to: AI Digital System Analyst Team LeadOverview:Providing support during business hours (Monday to Friday 09.00 - 17.30)Proactive Service Desk Analyst required to join existing team in keeping end-users operational and ensuring all systems and services are online and availableExpected to contribute to continuous improvement activities, working with the team to identify and improve internal processes to delight our customers.Responsibilities:Bell Integration is an IT Services company specialising in Infrastructure technology and services including IT life cycle management, Managed Services, and Consulting & Project Services. This role is focused on managing L1 tickets directly from internal Bell staff.ACTIVITIES:Perform initial triage of incoming service calls/mails/alerts and make appropriate routing decisionsAct as the first point of contact for incidents reported by phone, e-mail or by remote monitoring tools.Contribute ideas for continual improvement of service desk function and service delivery in generalHelp develop efficient service desk tools, policies and proceduresProactively drive tickets and workflow and assertively chase any tickets languishing in queuesMonitor SLAs, escalate (and where possible help expedite) any threatened SLA breachesProvide reports and metricsComplete service desk tasks and administration as defined by the businessEnsure all entries to the service management solution are accurate, concise and timelyBe continually focussed, and maintain an ongoing understanding of the interdependencies that Problem, Change and Configuration Management processes have on good Incident Management.Pursue personal development of skills and knowledge necessary for the effective performance in the assigned role.Push the high-performance boundary by demonstration of unrelenting effort to close incidents, for known errors, without the need for functional escalation.Establish and maintain effective working relationships with customer contacts, colleagues and management taking task guidance from the Team Leader.Maintain an ongoing awareness of the customer base and the contractual service support and delivery entitlements.Ensure the level of service support reflects entitlement for all opened incidents. In the event of service support requested beyond entitlement, ensure timely engagement of the Team Leader for resolution.Maintain an ongoing awareness of all standard operating procedure (SOP) content keeping abreast of new releases or updatesCOMPETENCIES-A strong interest in an IT CareerAbility to work on your own initiative and learn new skills while following agreed operating proceduresPositive and enthusiastic team playerExcellent communication/customer service skills and experienceLogical approach to problem solvingAttention to detailHighly reliable and effective time managerQualifications:Essential:Appropriate IT background and experienceAppropriate customer facing/user support experience IT Tier 1 and 2Extensive knowledge of Microsoft 365Proficient with operating systems, including but not limited to Windows 10/11 and Windows Server 2012 - 2019Basic working knowledge of server infrastructure and networkingTechnical troubleshooting in cloud and On-Prem environmentsExperience working with ticketing systems such as ServiceNowKnowledge and understanding of working to defined SLAsUnderstanding of IT workflows/ITIL practicesDesirable:Experience of documenting processes and operational proceduresGeneral understanding of IT Infrastructure, Data, Voice (Teams), Security and SystemsFull driving licenseITIL CertificationSome of the benefits include:Healthcare and dental insuranceCompany pension is matched up to 5%25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra daysLife assurance - 4 x annual salaryCycle to work schemeClient prioritises internal development opportunities and offer access to our Udemy training platform with over 5000 training coursesDisclaimer:This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.