IT Service Desk Analyst

IT Service Desk Analyst

Job Description

Job ID: 9396
Job Function: IT
Job Term: Permanent
Job Region: UK & Europe
Posted Date: 10 May 2021

Job Overview

To provide 1st level IT support to internal customers and colleagues at TVS Supply chain solutions

Job Responsibilities


· To work as part of the Service Desk team to provide 1st Level high quality support to TVS SCS and all other customers in accordance with agreed SLA’s

· Operate within ITIL service management framework


Operational support

· Own incidents and service requests to resolution

· Provide excellent customer service at all times

· 1st Level support to internal/external customers

· Provide timely and appropriate escalations to 2nd level support where required

· Own and manage faults reported to third parties, maintaining communication updates with the customer throughout

· Assist with the procurement, build/configuration of PCs, Laptops and all other IT equipment

· Promote IT Best Practice and increase knowledge of core systems in the user community

· Assist with ad hoc IT projects

· To follow, create and maintain work instructions, audit controls and the CMDB

· Complete daily operational system checks

· Maintain and support the core ERP system schedule processes

· Provide timely and effective out of hours support as part of an on call rota part of 24/7 support. Working on a 1 week in 4 basis; overtime is paid at various rates depending on if it is during the week, on a Saturday or a Sunday.

Qualifications and Skills

· Highly driven and determined individual with excellent communication skills both written and verbal

· Strong analytical and problem solving skills

· Demonstrable and proven ability to work on own initiative with good organisational skills and self-drive

· Exceptional customer focus skills, with a natural aptitude to consider impact to the customer

· Good understanding of Server and Network Infrastructures, including telephony systems

· Microsoft Dynamics CRM support experience would be advantageous

· Office 365 experience – administration and training

· Previous Service Desk experience in a customer facing role (internal or external)

· Knowledge of AS400/iSeries support would be a significant advantage

If you require any adjustments to allow you take a full and active part in the selection process, please notify us as part of your application. Please note TVS Supply Chain Solutions is an Equal Opportunities Employer.

Job Location


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