An exciting opportunity has arisen for a Service Desk Analyst to be based at our Wortley site, Leeds.

The purpose of this role is to provide first/second line support to the various departments within Torque ensuring good customer service standards are met whilst helping to providing solutions.

Main Duties and Responsibilities

• Provide support to internal staff via telephone, email, and walk-up enquiries.
• Accurate logging of incidents and service requests in the IT Service Management system.
• Diagnose and resolve technical issues using remote support tools.
• Troubleshoot workstation, laptop, mobile phone and printer issues.
• Provide clear communication on the status of requests to the requestor.
• Ensure the Service Desk tickets are continually up to date and being actively monitored and progressed through the system.
• Escalating incidents and service requests to management or third party suppliers to ensure SLAs are met.
• Escalate issues that may impact service delivery to management.
• Build new laptop and desktop workstations.
• Desk deployments and moves.
• Execute the employee joiner, leaver, and transfers processes.
• Identify required software updates and coordinating the packaging, testing and deployment of updates.
• Writing and updating technical and process documentation.
• Undertaking projects as instructed by management.
• Providing other assistance as required by the IT Senior Service Desk Analyst.

Person Specification

• Previous experience working in a similar Service Desk Analyst role, ideally professional sector
• Excellent customer service skills
• Strong analytical and problem-solving skills
• Experience in Microsoft and use of document management systems

Skills/Attributes Required

• Strong knowledge of Microsoft based operating systems.
• Networking Experience (LAN, WAN, Wi-Fi) desirable.
• Experience troubleshooting Microsoft Office.
• Remote Access tools such as TeamViewer.
• Good understanding of PC hardware and software set-up and configuration
• Knowledge of HP Printers.
• Warehouse experience or WMS support knowledge (Red Prairie, JDA, Blue Yonder dispatcher) desirable but not essential.

Please send us your details and CV if you have one. Don’t forget to include the Job ID below to ensure your details are passed to the correct department.