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Service Desk Analyst – 6 Month FTC

Job Reference: 15964BSR

Salary: £30000 - £32000 Per Annum (Pro Rata)

Salary per: Annum

Job Duration: 3 months

Vacancy Posted: 02-01-2019

Contract Type: Temporary

Location: England, Greater London, London

Service Desk Analyst – 6 Month FTC

Our global client, who have consistently made acquisitions since forming and have grown considerably, is looking for an experienced Service Desk Analyst to join their team based in London, on a 3 month fixed-term contract. The Service Desk Analyst will report directly to the Global IT Service Desk Manager, supporting a team based across the globe and will provide technical support and service delivery for all technology systems including desktop, server, network infrastructure components and all Media applications.

This position will be primarily to support the flow of Service desk calls and to provide 1st / 2nd level support to our user community.

Service Desk Analyst – Key Skills:

* Windows desktop OS software, particularly Win7 and Windows 10
* A knowledge of Office suite applications (0365 desirable);
* Some knowledge of key desktop application software;
* Knowledge of Virtual environments;
* ITIL Foundation certificate V3
* Any knowledge of email concepts;
* Communication skills sufficient to clearly deliver solutions to users who might not be confident with computers;
* Understanding of a Servicedesk environment;
* Very basic understanding of the company’s industry;
* Good mechanical sympathy;
* A "roll the sleeves up" attitude to varied tasks; and
* A drive and determination to build a career in IT and a willingness to take the opportunities available to learn the skills required
* Working a shift pattern of a combination of 08:00-16:00, 09:00-17:00 and 09:30-17:30 Minimum of 2 years’ experience of working in a Service Desk support function, ideally in an organization with 250+ users

Service Desk Analyst – Responsibilities:

* Log all support calls made to IT whether by phone, email or in person;
* Providing a high level of customer service by owning some support calls from start to finish while responding to requests in a timely manner that meets the user’s expectations even when the call is escalated;
* To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
* Work with support colleagues and the Head of IT Infrastructure to provide user support of the steady state infrastructure;
* Build, image and otherwise configure desktop computers, thin clients and laptops;
* Create new user accounts and email; disable departing employee’s accounts;
* Support office tasks including but not limited to telephone troubleshooting/installation, desk moves, equipment loan;
* Assist with office relocations. With reasonable notice, this time may be swapped for Saturday working (to allow such things as desk moves);
* Supporting colleagues by being flexible and working alternate hours as the need arise

Service Desk Analyst – 6 Month FTC

Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation

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Proactive Appointments Limited take our obligations to protect your personal data very seriously. Any information you provide to us as part of your application for this vacancy will only be processed as detailed in our Privacy Notice. If you have any questions or would like further information please email

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