IT Service Desk Analyst (6 months)

Purpose

Act as the routine contact point, receiving and handling requests for support. Respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution. Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate. Assist with the development standards, and applies these to track, monitor, report, resolve or escalate issues. Contribute to the creation of support documentation.

• Deliver high-quality support, owning support requests and managing them to a successful outcome for the customer
• Manage support requests in line with current process and targets, ensuring KPI’s are met and customer satisfaction is maintained

Responsibilities

• Following agreed procedures, provides advice to users on systems, products and services which are available to them.
• Acts as the routine contact point, receiving and handling requests for support.
• Responds to service requests for support by providing information to fulfil requests or enable resolution. Applies client services standards to resolve or escalate clients’ service problems within a specified area of responsibility.
• Assists users in making more effective use of desktop systems, products and services. Makes an initial diagnosis of any problems and advises known solutions where applicable.
• Assists with the development of client services standards and apply these to track, monitor, report, resolve or escalate issues.
• For all products, services and systems within the area of responsibility, demonstrates, installs and commissions systems and their routine upgrades. Provides information on updates, known errors, changes in availability, new facilities etc.
• Interprets technical or procedure manuals on behalf of non-technical users and provides routine training in normal usage of systems, products and services, providing information on the full range of capabilities.
• Prioritises and diagnoses incidents according to agreed procedures.
• Investigates causes of incidents and seeks resolution, analysing complex problem situations to determine underlying causes and helping users to recover or continue operation.
• Ensures that requests are handled according to agreed procedures. For unresolved incidents, provides an effective interface between users and service providers supplying all necessary diagnostic information.
• Uses judgement to set priority for resolution, monitor progress and apply escalation procedures for unresolved incidents, ensuring that documentation of supported components is available and accessible to all who need to use it.
• Proposes, discusses and evaluates potential solutions with service providers and implements agreed on field modifications or workarounds as directed.
• Facilitates recovery, following the resolution of incidents. Documents and closes resolved incidents according to agreed procedures.

Requirements

Has the skills for:

• Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts, selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated.
• Acquiring an understanding of the underlying issues in complex problems or situations by correctly relating these to simpler or better understood concepts, models or previous experiences.
• Identifying gaps in the available information required to understand a problem or situation and devising a means of resolving them.
• Taking account of new information or changed circumstances and/or business requirements and modifying the response to a problem or situation accordingly.
• Maintaining focus on agreed objectives and deliverables.
• Understanding the hierarchy and culture of ownership, customer and supplier organisations and being able to identify the decision makers and influencers.
• Communicating effectively in reports and via emails.
• Establishing relationships and maintaining contacts with people from a variety of backgrounds and disciplines. The effective, approachable and sensitive communicator in different societies and cultures.

Is proficient in:

• Service Management Tools Including interrogation of the incident database, the creation of parent and child incidents, the creation of queries to seek trends.
• Techniques for identifying, gathering and validating customers needs in the delivery of IT services.
• Knowledge of the IT/IS infrastructure (hardware, databases, public/private cloud, operating systems, intelligent SAN, *aaS, middleware/SOA, local area networks, Lan, WLAN, Wi-Fi etc) and the IT applications and service processes used within own organisation

Is familiar with:

• The application of automated systems to the support of specific business functions or processes.
• The planning and management of the interaction between two or more networking systems, computers or other "intelligent" devices. Examples: topological design, load balancing, virtual distributed firewall, overlay networks.
• System software which controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration. Examples: Windows, Linux, OS X, MVS, UNIX, Virtualisation, Cloud Services.
• Specific standards, practices, appraisal and certification programs associated with the IT practitioner's current role.
• The activities, structure, and position in the organisation of the functions or departments for which services are provided. Examples: sales, engineering, marketing, production, accounting and administration.
• The purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA and an underpinning contract for the supply of services.

Is aware of:

• The IT environment relating to own sphere of work (own organisation and/or closely associated organisations, such as customers, suppliers, partners), in particular, own organisation’s technical platforms and those which interface to them through the specialism, including those in closely-related organisations.
• The economics of service delivery such as the cost per service line in terms of hardware, software, and manpower used to deliver the service.
• The complete sequence of activities within a process. May be simple, such as receipt of an order to delivery of a product or service, or more complex, involving multiple collaborating service providers

Experience & Qualifications

A minimum of 2 years experience of:

• Working in a Service Desk providing support to a complex customer base
• Diagnosing and resolving IT related support requests (hardware, software and applications)
• Processes and procedures based on the ITIL Framework (Incident, Problem, Change etc.)
• Contributing to the improvement of service processes and customer satisfaction

• ITIL  Foundation in IT Service Management  (required)
• Senior Service Desk Analyst – SDI (preferred)
• A+ or equivalent experience demonstrated (preferred)
• BCS Certificate in Service Desk and Incident Management (preferred)

Benefits

• Competitive salary
• Rentokil Initial Reward Scheme
• 23 days holiday, plus 8 bank holidays
• Employee Assistance Programme
• Death in service benefit
• Healthcare
• Free parking

At Rentokil Initial, our customers and colleagues represent diverse backgrounds and experiences. We take pride in being an equal opportunity employer, actively encouraging applications from individuals from all walks of life. Our belief is that everyone irrespective of age, gender, gender identity, gender expression, ethnicity, sexual orientation, disabilities, religion, or beliefs, has the potential to thrive and contribute.

We embrace the differences that make each of our colleagues unique, fostering an inclusive environment where everyone can be their authentic selves and feel a sense of belonging. To ensure that your journey with us is accessible if you have any individual requirements we invite you to communicate any specific needs or preferences you may have during any stage of the recruitment process. Our team is available to support you; feel free to reach out to ([email protected]) if you need anything

Be Yourself in Your Application! At Rentokil Initial, we value innovation, but we want to see the real you! While AI can help with structure and grammar, make sure your application shows your true passion and understanding of the role. A personal touch will help you stand out.