IT Service Desk Analyst - 1 Year FTC in London - Proactive Appointments

IT Service Desk Analyst - 1 Year FTC

London - On Site IT Service Desk Analyst 

Our client, a challenger bank, is seeking an experienced Service Desk Analyst who will be the primary point of contact for technical issues, managing them effectively.

You will specifically have experience of dealing with third-party vendors and contracts, along with a good understanding of Microsoft products, strong communication skills and be ITIL qualified.

The Job Holder is responsible for first line technical support to our staff and devices this work will include, but not limited to the following areas:

• Resolve a high percentage of first-line tickets at first contact in line with SLA targets
• Accurately log all customer contacts (phone, email, walk-up) as tickets with complete details
• Proactively manage open tickets, ensuring timely updates and closure
• Prioritise and categorise tickets correctly to enable efficient triage and resolution
• Escalate unresolved or complex tickets promptly with clear documentation

The ideal candidate for this role will have:

Qualifications and experience

• Appropriate customer service and stakeholder management skills
• A good understanding of the Microsoft product sets; printing and the desktop deployment processes.
• A willingness to learn effective troubleshooting.
• Experience of Microsoft M365
• Experience of Active Directory
• Be familiar with IT audit processes and controls.
• ITIL v4 Foundation certification
• CompTIA A+

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. 

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