IT ServiceDesk Analyst

Location Worthing
Job type: Permanent Full Time
Job ref: 013267
Published: about 3 hours ago

We are looking for an IT Service Desk Analyst who is able to provide first/second line support to our global users, based on-site at our state-of-the-art Global HQ in Worthing.

 

What You'll Be Doing:

  • As a member of the Service Desk Team, serve as the initial point of contact for all IT-related inquiries, issues, and requests.
  • Triage and categorise all service requests, incidents, and changes accurately in the Service Desk management system.
  • Provide first and second-line technical support, troubleshooting hardware and software issues for end-users globally.
  • Escalate unresolved issues to the appropriate internal teams or third-party vendors as necessary.
  • Monitor and manage service desk tickets to ensure timely resolution and adherence to service level agreements (SLAs).
  • User account management, including account creation, password resets and access permissions.
  • Maintain accurate and up-to-date documentation of all support activities and procedures.
  • Provide excellent customer service by ensuring a positive end-user experience and clear communication throughout the support process.

 

What Experience & Skills You Will Need:

  • At least 1 year in a Service Desk role gained in a corporate environment.

  • Experience with Service Desk support, administration and tooling.

  • Familiarity with IT cyber security practices and standards security standards

  • Windows10/11 Desktop Administration.

  • Windows Imaging Administration and Management (Intune and AutoPilot).

  • Active Directory/Azure AD Administration for account management.

  • Windows network printing technologies, administration, and troubleshooting.

  • Basic hardware repair (laptop/desktops).

  • Foundation level TCP/IP and networking knowledge.

  • Relevant qualification in aspects or IT support and administration.

  • Experience gained in a pharmaceutical / medical device / life science organisation.

 

What We Can Offer You:

  • Private Healthcare (access to remote GP & Counselling) for peace of mind
  • On-site Parking for convenience and cost efficiency
  • Annual Wellbeing Reimbursement to care for your mind and body
  • Pension Plan to secure your future
  • Cycle-to-work Scheme to stay active and eco-friendly
  • Enhanced Parental Pay to support new families
  • Referral Bonus to benefit from recommending talent