IT Service Desk Analyst - Hatfield (head office)

Hatfield, Hertfordshire
Competitive + Benefits
25 Oct 2021
08 Nov 2021
Full Time
IT Service Desk Analyst - Hatfield (head office)

Based in Hatfield, the David Lloyd Clubs IT team is responsible for the support and continuous improvement of all David Lloyd IT systems used by our members, clubs, team members and the head office team.

The IT Service Desk Analyst role includes capture, analysis, diagnosis and resolution of incidents and problems, ranging from simple well documented fixes to more complicated technical issues.

What will I be doing?

Responding to internal stakeholders to ensure the IT and Digital services provided are rated as ‘excellent’ on the Employee Engagement survey.

Receiving (via telephone, email, walk-ins), logging and managing all IT related incidents and problems raised by our clubs, members, team members and/or alerting systems.

Logging all calls in the IT Service Management system and managing them to the customers’ satisfaction throughout the call lifecycle - taking ownership of the situation.

Clear and timely communication to stakeholders for all tickets, up to and including leadership and ownership of high priority (P1) incidents.

Taking responsibility for the timely resolution of calls whether fixing the issue directly or escalating with one of our suppliers or supplier managers. Ensuring that call logs and customers are kept up to date at all times.

Providing 1st line technical support where appropriate and routing issues to the most appropriate support group, whether they be internal colleagues or third party technology partners/suppliers.

Identifying reoccurring incidents and notifying the IT Service Desk Lead of their existence so these can be managed appropriately.

Ensuring the IT Service Desk documentation required for support purposes is accurate and up-to-date on the Service knowledge base including known issues, first time fixes, and the support and escalation matrix.

What qualifications, skills and experience do I need?

Excellent communication skills and telephone manner

Excellent organisational skills

2 years previous IT service desk and/or call centre experience

Incident management experience, including managing business expectations and communication

Basic user, security group and active directory administration

Strong knowledge of Microsoft based operating systems with emphasis on Windows 7 and Office applications

Experience with using and troubleshooting Outlook 2007/2010 within a network environment (permissions, calendar sharing, and delegation)

Ability to use a call logging system (eg. Top Desk, JIRA)

You will be a self-motivated achiever who gains satisfaction from providing excellent customer service

Must have a full UK driving license

Process oriented

Delivery focused

Team player

Self organising

Flexible to work between 7am and 8pm on weekdays and/or 9am to 5pm on weekends