ICT Service Helpdesk Analyst
Location
London, England, United Kingdom
Posted At
8/25/2025
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Description
The post requires a highly motivated, hardworking individual who has an excellent friendly people skills and has IT support experience.
The post holder will be expected to provide telephone IT support service, processing incoming emails, portal requests, log service desk calls to meet incident management standard, provide telephone service in a professional manner; achieve first line call resolution to a 60% level; apply your technical knowledge to carry out troubleshooting and apply fix; triage fault and request to 2nd and 3rd line ICT support team; provide out of hours on call support as required.
The role requires someone who has excellent communication skills, broad knowledge of desktop, Virtualisation, server and network support; multitasking skills, and the ability to take own initiative to priorities their workloads. It is desired that applicant have previous experience working in an ICT support environment, have excellent technical trouble shooting abilities and have a good understanding of ITIL incident management framework.
The post holder will work closely with the 2nd and 3rd line ICT support teams. It is essential that you are an excellent team player, but can also work independently under the guidance of the Senior ICT Service Desk Analyst.
Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career.
Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.
For further details / informal visits contact: Name: Raheel Shabir Job title: Senior Service Desk Analyst Email address: [email protected]
The post holder will be expected to provide telephone IT support service, processing incoming emails, portal requests, log service desk calls to meet incident management standard, provide telephone service in a professional manner; achieve first line call resolution to a 60% level; apply your technical knowledge to carry out troubleshooting and apply fix; triage fault and request to 2nd and 3rd line ICT support team; provide out of hours on call support as required.
The role requires someone who has excellent communication skills, broad knowledge of desktop, Virtualisation, server and network support; multitasking skills, and the ability to take own initiative to priorities their workloads. It is desired that applicant have previous experience working in an ICT support environment, have excellent technical trouble shooting abilities and have a good understanding of ITIL incident management framework.
The post holder will work closely with the 2nd and 3rd line ICT support teams. It is essential that you are an excellent team player, but can also work independently under the guidance of the Senior ICT Service Desk Analyst.
- Receive and log service desk calls efficiently and in a professional manner
- First line call resolution to a 60% level
- Network and application account re-sets
- Allocation of work to all ICT support teams
- Provide out of hours support as required
Become part of a vibrant team living our values - expert, kind, collaborative and aspirational. You’ll get an experience like no other and will fast forward your career.
Benefits include career development, flexible working and wellbeing, staff recognition scheme. Make use of optional benefits including Cycle to Work, car lease schemes, season ticket loan or membership options for onsite leisure facilities.
We are committed to equal opportunities and improving the working lives of our staff and will consider applications to work flexibly, part time or job share. Please talk to us at interview.
For further details / informal visits contact: Name: Raheel Shabir Job title: Senior Service Desk Analyst Email address: [email protected]
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