Service Desk Analyst

  • Location
    Barnet, Greater London
  • Salary
  • Category
    IT - Helpdesk, Technical Support
  • Job type
  • Industry
    IT and Telecoms
  • External Reference

JOB TITLE: ICT Analyst - Service Desk 1st Line
PAY RATE: £19 PAYE or £25 Umbrella per hour
DURATION: 8 weeks minimum

Experienced analyst to work on a busy Service Desk supporting staff across two Boroughs.
The role is to perform first line fault resolution on ICT hardware and software over the phone, and resolve calls logged through our Service Desk ticketing system, and face to face at the drop-in point.


  • To perform first line fault resolution on ICT hardware and software;

  • To provide support to internal customers in the configuration and setup of mobile phones and tablet devices;

  • To update and maintain systems documentation, and billing information for recharging purposes in a timely fashion to meet ICT / corporate requirements and standards;


  • Provide a fault diagnostic service using the selected ICT system.

  • When necessary to assign calls to the appropriate ICT support team or third party support team, providing accurate and detailed information of the fault in question.

  • Configuration of mobile devices including tablets and mobile phones.

  • Following agreed procedures, performs simple installations, replaces consumable items, checks correct working of installations, documents and reports on work done.

  • Investigates minor security breaches in accordance with established procedures. Assists users in defining their access rights and privileges, and operates agreed logical access controls and security systems.

  • To liaise with support teams and third party organisations as required.

  • Develop basic self-help guides for customers.

  • Identify major issues early and report this to the supervisor as soon as possible to minimise downtimes.

  • To log details of reported faults and queries, call progress, and ensure that relevant resolution details and closure codes are recorded.

  • Help manage, create and update any knowledge bases or solution databases used by ICT when offering first contact resolution.

  • Maintain details of equipment installation and moves using ICT's Inventory Management System

  • Carry out other duties within the competence of the post holder, which may be required reasonably from time to time.

We are looking to hire ASAP! So please apply today. For more information please contact Emily Day on 01782 349154

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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Please apply with your CV to: Emily Day