Service Desk Analyst

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

IT Service Desk Analyst

£23,536 pa

Monday - Friday, 36 hours per week

Based in Central London

Adecco are currently recruiting for an IT Service Desk Analyst to work within a Technology Department for a well-known gallery. The gallery's Technology department provides information technology services and telephony to over 1000 internal users, and also supports the in-gallery visitor experience operations 7 days per week and various audience digital platforms. The department also includes an Audio Visual services team who support media based art installations, corporate events and internal audio visual service provision.

The IS Operations team is responsible for customer service, operations and change management. This post will sit within the service desk team, delivering a high quality support service to internal customers at the gallery.

  • To provide a high-quality support service to users of information and communications technology at all gallery sites.

  • Be responsible for the relationship between the IS Department and internal customers.

  • Promptly answer the IT telephone help line and log calls completely and accurately in the help desk system. Set a priority for incidents according to the service levels describe in the IS Service Catalogue or set a deadline agreed with the customer for the fulfilment of a service request.

  • Quickly resolve incidents that have a known solution or workaround and fulfil requests for access to standard IT services in the IS Service Catalogue.

  • Assign calls that have no known solution or workaround to internal IT engineers. Retain oversight of the call and the responsibility for the relationship with the customer.

  • Monitor progress on open calls and ensure that the customer receives regular update reports. Close the call when you are satisfied the customer has received a satisfactory resolution.

  • Alert IS managers whenever a call is going to breach the service level agreement in the IS Service Catalogue.

  • Manage mobile telephone and smart device accounts, provide new handsets and tablets and manage access levels.

  • Monitor report on telephone usage and investigate suspected abuse of the telephone system.

  • Assist the procurement process for the department; Raise purchase orders, manage the receipt of goods and prepare invoices for authorisation.

  • Maintain the inventory of mobile and smart device equipment and software media.

  • Provide cover for 2nd line activities and responsibilities when required.

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: Holly Quinn