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IT Service Desk Support Analyst - London

Business Intelligence - Business Intelligence
Ref: 99 Date Posted: Monday 06 Aug 2018
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IT Service Desk Support Analyst:


You'll provide industry leading service delivery standards by ensuring consistent compliance with ITIL Service Delivery processes in the analysis and resolution of reported issues. Relevant ITIL Processes are:

  • Service Operation
    • Incident Management
    • Problem Management
    • Event Management
    • Service Request Management
    • Communication between customers
  • Service Transition
    • Service Validation and Testing
    • Change Management
    • Release and Deployment Management

Key Accountabilities


Service Delivery

  • Be the initial contact point for logging and triaging all customer reported incidents.
  • Provide direct support to the Service Delivery Manager in resolving Incidents and Events that cause or may cause a service impact.
  • Respond to customer requests for information regarding software solution functionality &/or other relevant queries.
  • Compliance with all ITIL standard documentation in the reporting and managing resolution of all Incidents, Events and Major Incidents.
  • Work closely with the Infrastructure and Software support teams in identifying, developing and testing resolutions to reported incidents.
  • Assist the Service Delivery manager in the generation of the Monthly service Delivery reports for customers.
  • Support Project Managers during project deployment and operational handover to BAU by undertaking planned Smoke Testing on new deployments and validation of incident fixes prior to deployment. 


  • Microsoft Office Skills (PowerPoint, Word, Excel)
  • Background in application support
  • Familiarity with ITIL service delivery processes
  • Service Desk experience 
  • Strong customer focus
  • Good interpersonal skills
  • Excellent organizational and communication skills
  • Strong analytical skills
  • Good technical knowledge with some practical IT experience
  • Ability to work both independently and as part of a team


  • ITIL Foundation qualification or higher
  • Practical knowledge of software support and the logistics industry