Job Description

Job Title: IT Service Desk Analyst

Location: Wandsworth, London
Contract Type: Temporary
Hourly Rate: 19.41 - 25.10
Contract Length: 6 months
Working Pattern: Full Time - 1 day per week in the office once comfortable in the role

About the Role:
Our client, a key player in the public sector, is seeking an experienced IT Service Desk Analyst to join their dynamic team in Wandsworth. This is a fantastic opportunity for a professional who thrives in a fast-paced environment and can work independently with minimal supervision. Your expertise will directly contribute to delivering exceptional IT support to staff and stakeholders.

Key Responsibilities:

• Act as a central point of contact for IT-related inquiries, ensuring a professional and efficient service is provided.
• Collaborate with team members to ensure service coverage during agreed hours.
• Enhance customer relationships within the service desk function, fostering a communicative and customer-centric ethos.
• Receive, analyse, and record incidents or requests, ensuring timely and courteous responses to customers.
• Liaise with customers and third parties to accurately document faults and requirements within the IT service management software.
• Troubleshoot incidents effectively, escalating unresolved issues in line with established timescales.
• Log and allocate IT-related requests appropriately, managing those that need to be processed at the Service Desk.
• Take full ownership of calls logged, ensuring they are followed up and escalated as per procedures and service level agreements (SLAs).
• Familiarise yourself with systems, processes, and reports used within your section, providing training and assistance where necessary.
• Maintain accurate and complete information related to calls, ensuring all notes are up-to-date and that customers are kept informed.
• Identify recurring incidents or frequently asked questions, documenting articles or guides for publication on the Council's and SSA intranets.

Candidate Requirements:

• A minimum of 5 years' experience as an IT Service Desk Analyst.
• Proven track record in ITIL Service Management, with either a qualification or a solid foundation in its principles.
• Strong problem-solving skills and the ability to work independently.
• Excellent communication skills, both written and verbal.
• Familiarity with IT service management software and processes.

Location Benefits:
The role is conveniently located just a 9-minute walk from Wandsworth Town train station, making it easily accessible for commuters.

Why Join Us?
This position offers the chance to work in a supportive environment where your contributions are valued. You will play a crucial role in ensuring that IT services run smoothly for all users within the organisation.

If you are an experienced IT Service Desk Analyst ready to make a positive impact, we would love to hear from you! Please apply now to take the next step in your career.

Adecco is a disability-confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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