City of London, England, United Kingdom · On-site
About the Role We're looking for a Service Desk Analyst to join our Managed Services team, based on-site at a customer location in Watford. This is a front-line role where you'll be the first point of contact for technic…
Skills: Active Directory, Windows OS, MS Office, iOS, Android
City of London, England, United Kingdom • On-site
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Act as the first point of contact for technical issues and service requests, ensuring all queries are logged and resolved. Responsibilities include triaging faults, supporting MS Office and Windows systems, and maintaining documentation for known fixes.
Requires previous experience in a Service Desk or technical support environment with proficiency in Active Directory and mobile OS. A minimum of ITIL v3 Foundation certification and strong communication skills are required.
About the Role
We're looking for a Service Desk Analyst to join our Managed Services team, based on-site at a customer location in Watford. This is a front-line role where you'll be the first point of contact for technical issues and service requests and the person who makes sure every query is owned, progressed, and resolved.
As this is an on-site role, you’ll also be the “walk-up” point of contact for users who come directly to IT with issues and requests, providing a calm, professional first response and clear updates throughout. You’ll be trusted to manage your own day-to-day workload, prioritise competing demands, and take ownership of incidents from initial triage through to resolution or escalation working proactively and independently, with in-house colleagues and remote support from the wider team when needed.
Handling incoming incidents and service requests via phone, email, and instant messaging, logging everything accurately in the customer's ITSM tool
Taking ownership of issues from first contact through to resolution, keeping users updated throughout
Triaging and resolving faults within your expertise, and escalating intelligently when required
Communicating clearly with both end users and internal resolver teams to keep tickets moving
Supporting systems including MS Office, Windows OS, Active Directory, and remote connection tools
Producing and maintaining documentation for known issues and fixes
Working to contractual SLAs and contributing to a positive customer experience at every interaction
Previous experience in a Service Desk or technical support environment, ideally with a Managed Service Provider
Comfortable working with Active Directory, Windows 10+, iOS, and Android
A natural communicator who is able to translate technical issues into plain English for non-technical users
Calm under pressure, proactive by nature, and someone who takes ownership rather than passing the buck
ITIL v3 Foundation (minimum)
Experience with Hornbill is a bonus, but not essential
Strong customer service track record and a team-first attitude
Trusted European Pioneer of Business Technology Services. Future-Ready Digital Transformation for Office of CFO│CIO│COO
🏆 WINNERS! Codestone named Transformation Project of the Year at ERP Today Awards 2024. AT CODESTONE, WE EMPOWER ORGANISATIONS TO THRIVE IN THEIR PURSUIT OF BEING FUTURE-READY. As a trusted European pioneer of business technology services, we specialise in guiding businesses of all sizes and across all sectors, through technological and cultural evolution, we enhance experiences, revitalise processes, and unlock value through technology and data. Collaborating closely with clients, we establish an ambitious vision for delivering transformational advantage. Committed to unlocking efficiency, innovation reinvestment and remaining secure, all while navigating complexity with speed and agility. A GLOBAL TEAM TO HELP TRANSFORM YOUR ORGANISATION > 27 YEARS │ 1000 CLIENTS │ 15 COUNTRIES │ 350+ TEAM MEMBERS OUR IMPACT We help clients digitally transform to achieve extraordinary value, compete more, better serve their customers and become an employer of choice. We know what it take to do complex tech transformations. We will break the myths, help you make the right decisions and keep you secure. WHAT WE DO │ Modernise Organisations Experience & Culture │ Unlock Value through Technology and Data │ Application & Infrastructure Management Services HOW WE DO IT **Partnering with our Clients** │ Independent Client-Side Early Advice on DX │ Assigned Dedicated Value Manager │ Scale-up Mindset & Agile Methods │ Go Beyond Go-Live │ 24x7x365 Multi-lingual Top 50 MSP We have the right change methodology, technology solution partnerships and agile approach to guide our customers towards being future ready. For more information, please visit https://www.codestone.com/ Strategic Technology Partners of Codestone: │ SAP │ Microsoft │ Wolters Kluwer CCH Tagetik │ Fortinet │ BulletProof │ Leadtools │ Yellow Fin │ Actian │ Syniti
Offices: First Floor, Link House, 25 West Street, Poole, Dorset BH15 1LD, GB · 4th Floor, 24A Lime Street, London, EC3M 7HJ, GB · 5, Elmwood, Chineham Business Park, Crockford Ln, Chineham, Basingstoke, RG24 8WG, GB
Trusted European Pioneer of Business Technology Services. Future-Ready Digital Transformation for Office of CFO│CIO│COO
🏆 WINNERS! Codestone named Transformation Project of the Year at ERP Today Awards 2024. AT CODESTONE, WE EMPOWER ORGANISATIONS TO THRIVE IN THEIR PURSUIT OF BEING FUTURE-READY. As a trusted European pioneer of business technology services, we specialise in guiding businesses of all sizes and across all sectors, through technological and cultural evolution, we enhance experiences, revitalise processes, and unlock value through technology and data. Collaborating closely with clients, we establish an ambitious vision for delivering transformational advantage. Committed to unlocking efficiency, innovation reinvestment and remaining secure, all while navigating complexity with speed and agility. A GLOBAL TEAM TO HELP TRANSFORM YOUR ORGANISATION > 27 YEARS │ 1000 CLIENTS │ 15 COUNTRIES │ 350+ TEAM MEMBERS OUR IMPACT We help clients digitally transform to achieve extraordinary value, compete more, better serve their customers and become an employer of choice. We know what it take to do complex tech transformations. We will break the myths, help you make the right decisions and keep you secure. WHAT WE DO │ Modernise Organisations Experience & Culture │ Unlock Value through Technology and Data │ Application & Infrastructure Management Services HOW WE DO IT **Partnering with our Clients** │ Independent Client-Side Early Advice on DX │ Assigned Dedicated Value Manager │ Scale-up Mindset & Agile Methods │ Go Beyond Go-Live │ 24x7x365 Multi-lingual Top 50 MSP We have the right change methodology, technology solution partnerships and agile approach to guide our customers towards being future ready. For more information, please visit https://www.codestone.com/ Strategic Technology Partners of Codestone: │ SAP │ Microsoft │ Wolters Kluwer CCH Tagetik │ Fortinet │ BulletProof │ Leadtools │ Yellow Fin │ Actian │ Syniti
Offices: First Floor, Link House, 25 West Street, Poole, Dorset BH15 1LD, GB · 4th Floor, 24A Lime Street, London, EC3M 7HJ, GB · 5, Elmwood, Chineham Business Park, Crockford Ln, Chineham, Basingstoke, RG24 8WG, GB
