Cobham IT has an exciting opportunity for a Service Desk Analyst / 1st Line IT Support. The Service Desk Analyst will be the first point of contact for all IT EMEA business Users. You will take ownership of all incoming IT Incidents and Requests. Record and process Service Desk tickets adhering to ITSM best practices and Escalate and communicate major incidents. This will include Fulfilling Service Requests including PC build, account creation, moves and changes. Provide IT support in accordance with agreed Service Level Agreements (SLA) and Carry out initial fault finding for technical issues and either resolve or escalate as appropriate.


As the Service Desk Analyst / 1st Line IT Support your skills and qualifications will ideally include:

•            ITIL Foundation

•            SDI Analyst qualification is desirable

•            Minimum of 1 year Service Desk experience

•            Technical skills and experience of supporting the following areas at first line level:

•            Windows 7 / 10

•            Microsoft Office 2010/2016

•            Active Directory

•            Mitel 3300 phone system support experience an advantage

•            Understanding of networking concepts and technologies

•            Microsoft, or other relevant vendor certifications an advantage

•            Experience of working within a structured service delivery framework desirable


As the Service Desk Analyst / 1st Line IT Support your main responsibilities will involve:

•            Own and manage all incoming Incidents and Requests, responding to Service Desk tickets within the appropriate agreed timeframes.

•            Send-out communications to the business community

•            Setup, deployment and support of desktop and laptop systems

•            Activating and supporting mobile devices

•            Configuration and support of voice/video communication systems

•            Active Directory and Exchange user account management

•            Supporting local business applications

•            Operate to Cobham policies, procedures and standards

•            Support such other commensurate IT projects and activities, as required


About Cobham plc:

Cobham is a leading global technology and services innovator, respected for providing solutions to the greatest challenges, from deep space to the depths of the ocean.


Click here to find out more about us and or check out our LinkedIn company page

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