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Service Desk Analyst

Location: Peterlee

Salary: Competitive

Job Type: Permanent

Job ID: 165267

Our client is a market leader provider of accident services to motorists. They are looking to recruit a service desk analyst to support their growing IT operation. The ideal candidate should hold at least an ITIL Foundation certificate.



  • Handle telephone calls and email service requests made to the IT Department.

  • Respond to user requests for changes and information, and carry out first line issue resolution.

  • Accurately log all requests and issues in the IT Service Management tool, allocating to appropriate resources where unable to resolve.

  • When necessary log service calls with third party support providers and liaise regarding resolution.

  • Provide customers with timely updates on open issues, incidents and requests, and maintain accurate records.

  • Undertake user management tasks including creating, modifying and deleting user accounts.

  • Maintain accurate records in a range of administrative tools including; MSActiveDirectory and MSExchange

  • Request quotes from approved suppliers to fulfil user requests and raise appropriate purchasing requisitions.

  • Undertake all activities to agreed SLAs.

  • Develop a good understanding of the technologies and tools supported through self-study, experience and training.

  • Actively promote process improvement changes and best practice adoption.

  • Be aware of best practice IT Security, highlighting any discrepancies.

  • At all times reflect the IT Department as a service provider, supporting and helping the business to achieve its aims.


Person Specification:





  • ITIL Foundation

  • Good standard of education

  • Fast learner

  • Flexible

  • High degree of IT literacy

  • Good telephone manner

  • Good verbal and written communication

  • Ability to multitask and work under pressure

  • Good Customer Service




  • PC and thin client desktop hardware

  • Windows Operating Systems

  • MS Active Directory

  • MS Exchange

  • MS Office Products

  • MS Terminal Services

  • Avaya VOIP telephony

  • MacAfee endpoint protection

  • Mobile Iron

  • iPhone, iPad and Windows Phone

  • Knowledge of ISO27001

  • Knowledge of PCI DSS

  • Full UK or EU Driving Licence