IT Technical Analyst - Global Service Desk

Location Hemel Hempstead
Discipline: Technology
Job type: Permanent
Salary: £Salary: £35,000 Per annum + Bonus + Benefits 
Contact name: Ben Turner

Contact email:
Contact phone: 01293584300
Job ref: 21240
Published: about 1 month ago
Expiry date: 12 April 2021

​Must haves: We would want someone with previous service desk experience, good trouble shooting skills, exposure to windows 10, LAN/WANS and preferably some knowledge of ITIL.

Position Summary:

Provides customers of IT Services a central point of contact for logging, tracking, and reporting of hardware, network and application related problems. Provides guidance and 1st level support, assisting in problem resolution, workstation, application and production problems and inquiries. Assist in the analysing of issues to determine wider impact and problem relationships.


  • Respond to customer requests for information.

  • Analyze and determine the impact of problems with software applications and technologies.

  • Assist customers in problem resolution by following troubleshooting procedures.

  • Assist IT Infrastructure and Business Systems personnel in troubleshooting, problem identification and resolution.

  • Dispatch appropriate IT support personnel or reassign issues to 2nd level support teams in accordance with established procedures.

  • Record and track all incidents from initial report through final resolution.

  • Follow established notification procedures for applications/software systems problems


  • Help Desk or Service Desk certifications a plus.

  • 3 - 4 years’ Service Support experience required, including experience with customer support processes and tools.

  • Strong customer service, analytical and problem resolution skills.

  • Strong verbal and written communications skills, as well as typing skills.

  • Strong interpersonal skills and ability to relate well with all levels of the organization.

  • Ability to maintain a flexible work schedule including weekends, holidays and all shifts.

  • Functional knowledge of Windows operating system, Microsoft Office and Internet Explorer.

This is an excellent opportunity to join a global, field leading organisation with clear opportunities for career progression. For more information and a full job description, please contact Ben Turner at RBW Consulting.

Salary: £35,000 Per annum + Bonus + Benefits