IT Service Desk Analyst

Description, duties, responsibilities

Job Title – IT Service Desk Analyst
Location – Camberley
Salary - £15650 + bonus + bens

An exciting new opportunity with an award winning, independent, whole of market Mortgage Broker specialising in the Buy to Let market has become available. They are one of the largest mortgage brokers in the UK in this sector. Their commitment and passion for providing the very best Customer Service throughout the whole mortgage process, together with their knowledge and expertise is what has made them a multi award winning mortgage broker. Due to continued growth, they are looking for a IT Service Desk Analyst. This role is office based.

JOB AND PERSON SPECIFICATION

Role: Information Systems Department – Service Desk Analyst 

Description:

Reporting directly to the Head of Information Systems, the Service Desk Analyst will provide first and second line technical support to internal staff and support the Head of Information Systems and Managing Director in the continued development and maintenance of key services and systems used within the business and external public-facing services. The successful candidate will be able to demonstrate a natural aptitude to learning new applications and systems in order to undertake analysis, diagnosis and resolution of staff problems and service any emerging business requirements which may range from simple website changes or deployment of PC equipment to more complex technical development projects.

At its core, this is a technical position suitable for individuals interested in a career in IT and wanting to get their first foot in the door. Every opportunity will be given to learn new, and enhance existing, skills suitable for application in a corporate environment. Exposure to the financial services industry, general office environment and operation within a regulated environment will be nurtured throughout the fulfilment of the role.

Responsibilities:

• Act as the single point of contact for all IT related problems and queries raised by staff
• Use of the Information Systems Service Desk system - keeping all tickets updated and assuring operation within Service Level Agreements
• Provide 1^st and 2^nd line support to staff – troubleshooting of IT related problems from in-house and supplied software to hardware such as PCs, Laptops & iPhones
• Maintain the Configuration Management DataBase / IT Asset Management registers and track changes within the IT Estate
• Troubleshoot basic issues such as Internet Connectivity / Email Queues / Telephone system / Kiosk Display systems
• Take ownership of user problems, follow up and communicate progress in a timely manner
• User account management for Active Directory and in-house CRM services
• Participate in joint meetings between Information Systems and other departments
• Receive training and instruction from the Head of Information Systems such as is determined to be required to fulfil initial and future responsibilities

Qualifications:

• A formal qualification in an IT discipline, such as HNC, HND, A++ or vendor-specific qualifications would be advantageous but are not a prerequisite

Requirements:

• As a front-line representative of the department, candidates must be customer focused, professional and well presented
• Prior experience of working in a professional office environment is a must
• Given the broad range of activities and projects, this role requires candidates to show flexibility and ability to keep up with changing business requirements
• Excellent communication skills, both verbal and written
• Previous experience of making presentations to small groups an advantage
• Must have a methodical approach to undertakings and be very attentive to detail
• Experience in programming and web development is a very important element to this role as a successful candidate will be expected to participate in activities surrounding code generation and modification
• The ability to write simple programs in native PHP, ASP and SQL queries would be a distinct advantage in this role
• Previous exposure to / understanding and appreciation of a broad range IT related technologies such as PCs, Servers, Windows and Linux operating systems and applications
• Some artistic talent and experience of using photo editing software such as Photoshop for the creation of online and printed media would be desirable
• Access to personal transportation would be advantageous as the business is expanding and travel to and from other locations in the local area may be required