Service Desk Analyst

The primary role of the Service Desk Analyst (SDA) is to help users resolve issues with computer hardware or software. They respond to 1st line user enquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users. The SDA is also expected to work closely with other IT department personnel to provide assistance on tasks that may be outside the scope of their knowledge or expertise. An SDA will need to balance creative and technical problem-solving, customer service, and collaboration to ensure that personnel throughout the organization can access and utilize the software and resources required to function effectively. ACCOUNTABILITIES

• Fields Incoming Help Requests o
o Handle incoming queries o Help end users to resolve their requests face to face or remotely o Taking detailed notes of problems users experience o Determine steps they can take to resolve the issues o Manage the flow of incoming support requests o Using smart questions to determine the full scope of the user's issue.
• Resolves IT Support Requests
o Were possible, resolve user technical issues as they arrive o Remotely accessing the user's computer and making changes to their system administration and settings o Walking users through steps they can take to resolve the issue on their own o o Devise solution to the problem to prevent further action being required
• Escalates Advanced Cases
o Escalate user support requests to higher-level IT support specialists and experts if they are unable to resolve the issue on their own o Provide supervisors or specialists with notes regarding the problem and steps they have already taken to resolve the issue o Provide their diagnosis of the user's problem o For particularly complex cases, the service desk analyst may receive the user's hardware so that IT specialists can conduct analyses and determine how to fix the problem
• Maintains Service Records
o Maintain detailed records of user issues with software and hardware throughout the user support process o Provide IT departments with data regarding recurring issues and problems reported by multiple users o Maintain a history of software or hardware issues and make recommendations to prevent future problems
• Performs System Testing and Updates
o Support users by performing system tests and updates after they complete their troubleshooting and necessary repairs o Ensure that troubleshooting and updates have not caused problems elsewhere within the system o Walk users through update and installation processes for software and peripherals
• Maintains IT Documentation
o Support department-wide operations by creating, editing, and maintaining IT documents o Maintain knowledge FAQ documents for users that detail common issues and how to resolve them without opening a help desk ticket o Create department documents that outline standard operating procedures and practices o Create help sheets that can be distributed throughout the organization. This job description is for guidance purposes and the role holder will be expected to do any other tasks as is reasonably expected of them. JOB HOLDER REQUIREMENTS


• Strong written and oral communication skills.
• Strong interpersonal skills.
• Ability to use sound judgement in terms of work planning and customer care.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to prioritise and execute tasks in a high-pressure environment.
• Strong customer service orientation.
Desirable:
• In depth understanding of all standard Windows networking protocol
• Extensive hands-on technical knowledge of network systems, protocols, and standards.
• Knowledge of anti-virus software, firewalls, intrusion detection systems, and other network security measures.
• Hardware, software, and network connection troubleshooting experience. Knowledge and experience of VoIP systems and integration an advantage
  
  Flogas Britain is one of the largest distributors of off-grid energy in the UK and has 40 years' experience of providing solutions to both commercial and domestic customers, principally in the form of liquid gas. The business has a longstanding record of organic growth driven by new installations, underpinned by a strong technical engineering expertise and capability, which combined with several bolt-on acquisitions has resulted in its market share increasing from 10% to over 30%.
The business is at the forefront of the energy transition having developed a prominent track record in converting customers from higher emissions fuels to lower carbon and cleaner solutions for the last decade and is now well placed with a significant range of opportunities to develop and diversify into New Energies into the future in line with our 2040 vision to provide 100% renewable solutions to customers. Flogas has been highly acquisitive in executing this strategy, investing over £50 million in the recent acquisitions of Protech, DTGen and Equity Energies, bringing together a compelling proposition of products, technologies, and services to support customers in navigating their energy needs through the transition and to execute their strategies in regard to energy cost, security and carbon emissions on their own pathway to net zero. Flogas Britain has revenues of around £400 million and employs over 1,500 people across its multi-site operation across Britain with its headquarters in Syston, Leicestershire.