IT Service Desk Analyst

IT
January 11, 2024

Job Description


Job title: IT Service Desk Analyst

Company: Ipsos

Job description: Job Description:

Role overview

We are recruiting for a Service Desk Analyst to join our UK based IT Team. Combining your interpersonal and technical skills you’ll be resoling incidents and problems on the helpdesk. You’ll be providing support to circa 2200 Ipsos staff in the UK & Ireland, in a predominately Windows environment, ensuring the service provided is of a high, professional standard.

This role will be based in our London office with the opportunity to work from home as well and our team cover core business hours 8am-6pm Monday to Friday on either 8am-4pm/9am-5pm/10am-6pm shifts.

What will I be doing?

  • Monitoring the Service Desks logging system (Service Now) for new incidents, requests, tasks and process them accordingly.
  • Acting as the initial point of contact on the Service Desk, answering the phone, walk-ins and logging incidents via Service Now and in doing so taking ownership of the user’s requests.
  • Resolving incidents where possible and complete service requests on a first call/first time resolution basis or escalate calls to the appropriate group or person.
  • Performing hardware/software installations and upgrades including:
  • Deployment of PC’s and laptop’s using pre-set up images and configure for staff.
  • Troubleshoot printer network issues and connectivity.
  • Support of Windows 10 & 11 OS, Office365 products, iOS and all internal applications end users require.
  • Set up new starter equipment, including Avaya softphone and mobile device.
  • Administer all user accounts for file system, application and mail access in Active Directory.
  • Upgrade existing equipment and provide hardware maintenance.
  • Support Ipsos internal secure file sharing portal.
  • Proactively communicate the need to order IT equipment and consumables including telecoms items when stock levels are low.

Ipsos UK offers a hybrid working environment, 3 days in the office and working the rest from home.

What do I need to bring with me?

  • Relevant experience in a technical support role
  • Good written and verbal communication skills, with an excellent attitude towards customer service
  • Drive to develop a career in IT
  • Ability to build effective relationships with the team and staff at all levels
  • Effective time management and a methodical approach to troubleshooting and take responsibility and ownership of issues
  • Be prepared to travel on occasions to both our offices in London and Harrow
  • Flexible to work outside of normal business hours, if required by the business

What is in it for me?

Ipsos UK offer an attractive basic salary and a rewards package including 25 days annual leave, a pension scheme and a great range of flexible benefits to suit your personal needs. For roles at Research Manager level and above we also offer private healthcare.

In addition to this we have a fantastic Learning & Development offer delivered through a mix of face to face, online or on-demand; you can read more by clicking .

We realise you may have commitments outside of work and will consider flexible working applications – please highlight what you are looking for when you make your application.

Ipsos is committed to equality, treating people fairly, promoting a positive and inclusive working environment and ensuring we have diversity of people and views. We also recognise that this is important for our business success – a more diverse workforce will enable us to better reflect and understand the world we research and ultimately deliver better research and insight to our clients.

About Us:

Ipsos is one of the world’s largest research companies and currently the only one primarily managed by researchers, ranking as a #1 full-service research organization for four consecutive years. With over 75 different data-driven solutions, and presence in 90 markets, Ipsos brings together research, implementation, methodological, and subject-matter experts from around the world, combining thematic and technical experts to deliver top-quality research and insights. Simply speaking, we help the biggest companies solve some of their biggest problems, serving more than 5000 clients across the globe by providing research, data, and insights on their target markets. And we’re proud to share we’ve received our Great Place to Work Certification in 2022 & 2023!

Expected salary:

Location: London

Job date: Tue, 09 Jan 2024 23:01:20 GMT

Apply for the job now!

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