Job Description

We are seeking an experienced IT Service Desk Analyst for our head office in London.


This is a role that needs a flexible approach. It requires demonstrable current technical skills, commercial expertise. The role is responsible for the day-to-day end user support, processing and resolving support tickets.


You should be able to handle multiple priorities, work closely with the IT team and business units in delivering IT services to the business.


You will be supported in your role by an internal IT function, a range of well-established and trusted outsourced providers, and a senior management team that appreciates the role technology plays in creating value for the business.

Responsibilities

Systems and Process

To work within an ITIL Service Desk framework environment Self-motivated with a willingness to learn and adapt to any new change or situation Proactive personality with a can-do attitude Excellent Inter-personal skills; ability to communicate with customers at all levels The ability to work as part of a team and on own initiative Ability to troubleshoot and ask appropriate questions to gather key information from users Produce end-user level documentation and provide hands-on training when required To complete IT administration and housekeeping tasks applicable to the level of the role To maintain a high degree of customer service for all support queries and adhere to all service management principles To take ownership of user requests and be proactive when dealing with user issues Work with third party suppliers to ensure appropriate resolutions to reported issues Manage mobile device platforms, including handset configuration and distribution to users
Ownership on end user asset management, configuration, and monitoring of end user devices, ensuring devices are compliant and records are maintained appropriately

Clients and Business Development

Supporting the fee-earning areas of the business to provide excellent services to their clients by ensuring the high availability of technology services
Build strong relationships with each business line, understanding the systems each team use, their key clients and support aspirations for better use of technology

People

Act as the 1st line responder by processing and resolving customer support tickets within defined SLAs Function as the technical lead for incidents, working close with our trusted supply chain Work with the HR team on onboarding and offboarding users including:- + procurement and allocation of IT hardware + initial setup and induction
+ the delivery and collection of IT equipment to end users.
+ manage user permissions
Build and maintain effective working relationships with all IT service providers Provide Out of Hours support as and when there is a business requirement

Requirements

Essential experience

Proving excellent customer service, being the face of IT To work within an ITIL Service Desk framework environment Self-motivated with a willingness to learn and adapt to any new change or situation. Proactive personality with a can-do attitude Ability to process and handle multiple requests Awareness of prioritising workstreams Excellent team player At least 2 years working in an enterprise IT environment Evidence of the application of excellent written, oral, presentational and communication skills

Desirable experience of systems

Microsoft Office 365 Windows 11 & iOS operating system Microsoft Intune Microsoft Defender Microsoft Teams KnowBe4 Adobe Meraki Ninja One Zoom

Benefits

Hybrid working - to give you the flexibility you need Holidays: 25 days increasing in line with level or length of service to a maximum of 30 days Enhanced auto enrolment pension scheme - to help you save for the future Life assurance - to protect your loved ones should the worst happen Interest free season ticket loans Cycle to work scheme - discounted bicycles Flu and eye care vouchers - to keep you healthy Employee Assistance Programme - 24/7 health & wellbeing support Help@Hand Remote GP app - to give you and your family access to medical experts quickly Platform hosting 1000s of discounts at your favourite retailers, restaurants, supermarkets, leisure & days out venues, gyms and more Family & wellbeing policy - including enhanced maternity pay, menopause support, neurodiversity support, carer support, company sick pay and much more
Plus a Flexible benefits policy that allows you to pick and choose additional benefits as below:

Purchasing up to 5 days additional holiday Discounted gym membership Discounted dental insurance Discounted private medical insurance for family cover
Discounted critical health insurance and more

We recognise that diversity in all its forms including but not limited to race, gender, age, sexual orientation, disability, and background - enriches our workplace and enhances our ability to serve our clients and community effectively. Our goal is to create a culture where everyone feels empowered to bring their authentic selves to work, knowing their unique perspectives are welcomed and appreciated. We actively seek applicants from all backgrounds and want you to get in touch even if you don't have all the skills we have asked for - we will support you with the development you need.

Recruitment agencies

Cluttons will only pay agency fees where a signed agreement is in place and the agency has been instructed by a member of our HR team.


We do not accept speculative or unsolicited CVs from any third party, including recruitment agencies. Any CVs submitted to Cluttons or any of our employees outside of our formal recruitment process, including those sent directly to hiring managers or other employees, will be deemed unsolicited and will not be eligible for any agency fees.