Service Desk Analyst

teksystems · 5 days ago
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Type: Inside IR35 Location: London ( Hybrid 3 days office-based, 2 days remote) Duration: 12 months (Likely extension) Job Purpose: Dependable, efficient, innovative, and effective technology services are critical to the core function of our client and enabling it to deliver its core mission. As part of its strategic ambitions, our client have recognised an uplift to technology operations and capabilities is critical to realize its strategic goals of higher impact, improved stakeholder experience and disclosure information. The Service Desk Analyst role should ensure that the underlying IT services are secure, operate according to agree processes and policies and meet the required SLAs. The Service Desk Analyst is responsible for the driving the operations of all 1st and 2nd line support tickets in order to support colleagues in their use of IT systems and services, ensuring that they are able to make the best use of them. This includes the processing and resolution of incidents, problems, requests, changes, Starter/Movers/Leavers process including inductions, management of End-User-Computing and enabling training on core supporting areas such as IT and Data Security and office applications Ultimately, you are a key figure for internal customers and ensure that the IT Service Desk runs smoothly and effectively. Key responsibilities include: Identify and diagnose issues and problems Categorise and record queries Provide solutions to incidents, service requests, problems, and queries Meet agreed service levels and quality; ensuring employees are kept up to date with the progress of their ticket. Liaise with users to advise directly on an appropriate course of action for their issues Monitor incidents and issues through to resolution Escalate issues where necessary to a higher level of support in a timely manner Provide essential security communications, advice, and support Utilise tools and systems to manage systems efficiently and effectively Owner of the JML process. Responsible for stock levels and building plus maintenance of the laptops and mobiles in the London office and the technology equipment within the office. Administration of applications and systems which are managed in house, particularly MS Dynamics, CRM, Office 365, Azure, OKTA, Cyber training platform and the CMS Support of colleagues in their use of laptops, phones and other personal IT equipment Training and induction of new staff to give them the skills and tools they need to become productive quickly Testing newly deployed software and updates Providing guidance to more junior members of the IT Support team Incident management: Following agreed procedures, registers, identifies and categorises incidents; gathers sufficient information for incident resolution and assigns as appropriate; maintains records and advises appropriately of actions taken and resolutions. Problem management: investigates problems in systems processes and services; assists with or implements agreed remedies and preventative measures Security Administration: investigate security breaches in accordance with agreed procedures; assist users in defining and then implements rights and privileges Operate efficient and effective reporting on incident and problem management, where possible utilising automated and real-time tools Essential criteria: Minimum of 1 Years Service desk experience Knowledge of ITIL and ITSM processes Good Collaboration and communication skills Understands the needs of customers/users and represents this in their work prioritisation, effort, and where needed escalation. Want to learn more and expand their knowledge Demonstrates an analytical, methodical, and systematic approach to problem-solving Interacts with an influences colleague to prioritise based on the best customer/user outcomes Effective writing, oral and presentation skills in English Driven to succeed. Employee Value Proposition: Hybrid working 2/3 times a week in the office in Monument Job Title: Service Desk Analyst Location: London, UK Job Type: Contract Trading as TEKsystems. Allegis Group Limited, Maxis 2, Western Road, Bracknell, RG12 1RT, United Kingdom. No. 2876353. Allegis Group Limited operates as an Employment Business and Employment Agency as set out in the Conduct of Employment Agencies and Employment Businesses Regulations 2003. TEKsystems is a company within the Allegis Group network of companies (collectively referred to as "Allegis Group"). Aerotek, Aston Carter, EASi, Talentis Solutions, TEKsystems, Stamford Consultants and The Stamford Group are Allegis Group brands. If you apply, your personal data will be processed as described in the Allegis Group Online Privacy Notice available at To access our Online Privacy Notice, which explains what information we may collect, use, share, and store about you, and describes your rights and choices about this, please go to We are part of a global network of companies and as a result, the personal data you provide will be shared within Allegis Group and transferred and processed outside the UK, Switzerland and European Economic Area subject to the protections described in the Allegis Group Online Privacy Notice. We store personal data in the UK, EEA, Switzerland and the USA. If you would like to exercise your privacy rights, please visit the "Contacting Us" section of our Online Privacy Notice at for details on how to contact us. To protect your privacy and security, we may take steps to verify your identity, such as a password and user ID if there is an account associated with your request, or identifying information such as your address or date of birth, before proceeding with your request. If you are resident in the UK, EEA or Switzerland, we will process any access request you make in accordance with our commitments under the UK Data Protection Act, EU-U.S. Privacy Shield or the Swiss-U.S. Privacy Shield.
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