The IT Service Desk Analyst will provide first and second line technical support to internal staff. The successful candidate will require an aptitude for working with applications/systems to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues.

 Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries  

 To work under pressure to provide support to all 9 properties in terms of Service Desk. 

 Receiving, logging and managing calls from internal staff via telephone and email 

   Maintaining an Asset Database and track changes 

 1st and 2nd line support - troubleshooting of IT related problems from in-house software to hardware, such as Laptops, PCs and Printers 

 Troubleshoot basic network issues such as Internet and LAN issues      Escalate unresolved calls to the infrastructure support team

  Log all calls in the Service Desk Monitoring System. 

 Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner 

 To maintain a high degree of customer service for all support queries and adhere to all service management principles  

 Provide basic in-house training in MS Office applications used within the Association (Word, Excel, Outlook, PowerPoint) 

   Provide stats for the weekly Service Desk report on call trends        

Publishing support documentation to assist staff with requests for information & provide staff training if required 

 Basic Active Directory knowledge. Creating user accounts, reset passwords, create groups etc. 

 To arrange for external technical support where problems cannot be resolved in house