Job Description

An opportunity has arisen for a Service Desk Analyst to join our IT team based in Beckenham.

In this role you will be responsible for acting as the first point of contact for all users and third parties requiring IT assistance. You will provide first line resolution of IT issues, queries and requests in a timely and professional manner, escalating to the relevant production, infrastructure or management teams where appropriate.

What being a Service Desk Analyst involves:

  • Collect and log accurate, detailed information about every incident and service
    request to provide the relevant information to the appropriate production or
    infrastructure support teams and to facilitate service and management reporting.
  • Evaluate and resolve first line support issues raised by users, taking end-to-end responsibility for all support requests and escalating to the appropriate support teams where applicable.
  • Ensure effective management of issues raised via telephone, email, self service and face to face and handle the resulting incidents or service requests, using agreed incident management and request fulfilment processes.
  • Provide users with updates on the status of raised incidents and service requests.
  • Proactively contribute to continuous service improvement through identification of process improvements and problem prevention.
  • Take ownership for customer service standards on a case by case basis ensuring all users are provided with the highest possible level of customer service in line with Link Asset Services IT values.


Skill and Qualities you will need:

  • A working knowledge of ITIL would be advantageous
  • Technology literate with a general understanding of modern technologies, systems and processes
  • Ability to communicate technical information in a clear and understandable manner
  • Customer service focused and goal orientated with keen attention to detail
  • Skilled in first line incident diagnosis and resolution
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