Service Desk Analyst

Office Angels
£18,000 per annum
02 Aug 2017
24 Aug 2017
Contract Type
Full Time

Job role: Service Desk Analyst

Job Type: Contract (3 months)

Hours of work: 37.5hrs per week (Flexible)

Location: Oldbury

Salary £18,000 +

Do you have previous Helpdesk / 1st Line Support experience and are immediately available?

This is a key role with IT Services Dept with responsibility to provide support and advice to employees on a range of IT issues & to provide a comprehensive and professional ICT Services Desk service to staff and external customers

What the role involves:

  • Handling all customer contact, via email, telephone and self-service.
  • Logging all incident, service request and problem records.
  • Allocating category profiles and prioritisation codes.
  • Providing initial investigation and diagnosis.
  • Resolving incidents and service requests and restoring service as quickly as possible.
  • Achieving service level agreement, response and fix times.
  • Escalating incidents/requests that cannot be resolved in agreed timescales and prior to SLA breach.
  • Keeping users informed of progress.
  • Closing all resolved incidents, requests and other calls.
  • Provision of standby and on call service.
  • Any other duties as and when required appropriate to the level of this post.
  • Managing incoming calls on the Helpdesk
  • Organising and liaising with other team members in the efficient handling of calls
  • In time, with sufficient training, advising users on solutions available
  • Supporting the IT function
  • You are responsible for your health and safety and have a duty of care for others around you within your working environment.
  • Promoting good housekeeping for an efficient working environment

Essential career experience:

  • Knowledge and level of proficiency in the use of IT software packages required
  • Active Directory
  • Microsoft Applications
  • Windows 7 and XP
  • General PC and Telephony support
  • Remote Support tools - Dameware, GotoAssist


  • Service Desk Management Toolsets
  • PC hardware
  • Forefront Identity Manager
  • Microsoft Exchange
  • Citrix Admin
  • Fundamentals of networking

This is an immediately available role so please do not apply if you are in a permanent position, and not available to start ASAP.

Office Angels is acting as an Employment Business in relation to this vacancy. The Adecco Group UK & Ireland is an Equal Opportunities Employer.