Vacancy Details

  • Vacancy Details

    The details for the selected vacancy are shown below.

  • Advert Title IT Service Desk Analyst (EC3N)
  • Advert Text

    Due to rapid growth, Rendall and Rittner have an exciting opportunity for an IT Service Desk Analyst to join their expanding IT department based in Aldgate.

    As the Service Desk Analyst, you will ensure the efficient support and operation of the IT services for the teams based there. Working with the support and collaboration of your London based colleagues you will be an intrinsic part of Rendall and Rittner’s IT Service Delivery Team, delivering excellent customer service to the highest standards.

    Role Specific Accountabilities

    •    Providing excellent Customer Service via the telephone, email system and in person
    •    Logging Incidents/Requests that are issued to the Service Desk over the phone, via email or in person
    •    Provide IT hardware support and provisioning for the Rendall and Rittner Manchester based teams
    •    Provide IT systems and software support across the Rendall and Rittner estate
    •    Provide user support, coaching/mentoring end-users in the working of the Rendall & Rittner systems
    •    Maintaining the rapport with colleagues and customers (lessees & tenants) by displaying a detailed understanding of their support requirements
    •    Maintain high levels of incident ownership through the incident lifecycle to a satisfactory resolution
    •    Proactively manage updates to all parties with Incident/Requests statuses through to resolution
    •    Develop and maintain communication skills appropriate to the environment
    •    Understand and proactively operate the escalations procedure
    •    Consistently meet Service Desk (KPI) Key Performance Indicators as set by the Service Desk Manager
    •    Completing administrative tasks, including daily check lists, logging and progressing Change Requests and adhering to the Internal Change processes

    General Accountabilities
    •    Lead by example, adopting Rendall & Rittner policies, procedures and values
    •    Constantly strive for continuous improvement
    •    Delivering excellent customer service
    •    Take personal responsibility for understanding and following the company’s Health & Safety policies and practices
    •    Able to handle confidential and sensitive information, dealing with issues and queries with utmost professionalism

    •    Excellent verbal and written communication skills
    •    Excellent IT and numeracy skills
    •    Previous experience working within a Helpdesk/Service Desk environment
    •    A Good working knowledge of Microsoft Office application suite
    •    Strong experience within setups, configurations, troubleshooting of desktop/notebook hardware and software, as well as iOS and Android devices, in a networked environment
    •    Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc)
    •    Knowledge of Active Directory concepts and administration
    •    Excellent verbal and written communication skills
    •    Excellent Customer Service skills
    •    High degree of multi-tasking
    •    Assertive, confident, positive and professional manner
    •    Ability to deal with potentially stressful situations
    •    Flexible and adaptable as the business demands
    •    Ability to work in a team and as part of a team members
    •    Excellent Problem Solving Skills
    •    Strong attention to detail in logging support calls, updating call details and managing call closure
    •    Ability to work under pressure and independently of the London based team when necessary
    •    Strong eye for detail
    •    Act with integrity and honesty at all times

    Knowledge & Key (Desirable)
    •    Previous working knowledge of the ITSM tool ‘Manage Engine ServiceDesk Plus’
    •    Previous working knowledge of Microsoft’s Office 365 and Azure platforms

    This is a permanent contract
    Hours of Work: Monday to Friday, 9am – 5.30 pm.
    Salary: Competitive

    We offer a wide range of benefits to our staff including:

    •    25 days’ holiday and 8 bank holidays (pro-rated for part time employees)
    •    Professional Membership Subscription
    •    Professional Development and Training with the Rendall and Rittner Training Academy
    •    Private Medical Care—for Managers and Employees with 3 years of Service
    •    Season Ticket Loans
    •    Free Eye Tests
    •    Employee referral scheme

  • Latest Application Date 27-Sep-2019
  • Location Portsoken House
  • Reference HO-3264
  • Person Specification
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