IT Service Desk Analyst - 1st Line Support

Leyland SDM specialises in paint, tools, plumbing, electrical, woodwork & DIY materials from our 33 high street stores across London, supported by our central support team and distribution centre in Wembley. We are currently on an exciting journey and have some very ambitious growth plans. What is the role about? The Service Desk is the entry point and ongoing single point of contact for all IT support related interactions. * Providing colleagues with the support they need to complete their job * Prompt identification, understanding and resolution of issues * Pro-actively working towards issue prevention * Continuous service improvement As a 1st Line IT Service Desk Analyst, you will provide colleagues with professional IT support across our entire infrastructure, delivering a prompt, professional and customer focused IT service with every interaction. You will be part of a proud, knowledgeable, and innovative community where ideas are encouraged, opinions count, as well as job satisfaction and progression matter. What will you be doing? Key Responsibilities: * Deliver Services that support business objectives and outcomes, providing technical support, training and advice via phone, self-service tickets and walk ups, collaborating with the wider IT Team - 2nd Line (IT & Retail) - when needed and communicating effectively with all stakeholders. * Ensure customer interactions are managed efficiently and effectively, logging all interactions thoroughly on the ITSM tool with concise notes, ensuring proper resolutions for the issues or accurate assignment of tickets * Provide a clear communication channel between customers and the IT organisation, managing expectations and setting the standard of behaviour for customer engagement * Maintain a high level of customer service, understanding the impact issues have on customers and our business, then managing appropriately * Maintain, improve, and share knowledge within our Knowledge Portal * Maintain an understanding of the business and processes of the Service Desk * Adhere to, promote, and support the businesses Information Security policies * Promote a culture of continuous improvement by identifying and initiating service improvement opportunities and challenging the status quo. * Working closely with fellow 1st line Service Desk analysts to share information and knowledge. * Ensuring the correct procedures are followed for escalating major incidents when reported. * Ensuring accurate and informative information is recorded within tickets to assist Tech Leads to troubleshoot major incidents. What Skills & Experience will you need to have? * IT Service Call Management * Remote Support * Fundamental Desktop and network troubleshooting * Printer support * Desktop and Laptop device setup and support * iOS and Android device setup and support * Experience in supporting the following: * Microsoft Windows 10 * Office 365 * Active Directory * Experience/exposure of proving a high degree of customer service * Great Telephone Manner * Excellent communication skills (IM, Chat, Email etc). * Takes ownership for incidents and problems * Patience and understanding when communicating with users How will your role be measured? The service desk is measured by KPI’s (Key performance indicators) and you will be measured in line with those KPI’s and the wider SLA’s (Service Level Agreements).
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