Service Desk Analyst

To provide onsite and remote IT support to ensure the smooth operation of all technology-related systems within the organization. This role involves diagnosing and resolving technical issues, managing service requests, and offering prompt and efficient support to end-users. The Service Desk Analyst will act as the first point of contact for IT-related concerns, maintaining a high level of customer service and technical expertise.

internal relationships
+ Group ICT Manager

Directly reports to
+ Systems Administrator

external relationships
+ ICT Vendors

Internal Training Requirements
+ STATS Group will provide all required training to enable you to do this role: such as:
o Environmental Awareness
o COSHH Awareness
o Manual Handling
o STATS Internal Courses - Basic Level

Main Responsibilities
+ Take ownership of technical issues on the internal helpdesk, providing first and second-line support for all internal IT and business requirements.
+ Manage and prioritize support call queues to ensure timely resolution of issues.
+ Measure and report performance against key performance indicators (KPIs).
+ Provide user support for the complete IT network across all company branches.
+ Ensure compliance with company policies regarding network use and IT resources.
+ Maintain the safety and integrity of all IT equipment, advising on and organizing upgrades and replacements as necessary.
+ Advise the wider IT team on necessary software and hardware changes to enhance company performance.
+ Assist in training new employees on company software and network systems.
+ Document procedures to align with the QA/IMS System.

Individual Quality and Safety Responsibilities
+ To comply with STATS Integrated Management System when carrying out project engineering tasks.
+ To comply with STATS and Client quality, safety and environmental management systems and procedures at all times.
+ Ensure all accidents/incidents/near misses/hazards are immediately reported to the QHSE team

+ Highly motivated.
+ Computer literate.
+ Admin experience but not essential.

qualifications
+ Good educational background in Information Technology.

Personal Qualities
+ Able to work on own initiative whilst enjoying being part of a team.
+ A positive attitude and pleasant manner towards fellow staff members.
+ Ability to be flexible in working practices.
+ Ability to communicate effectively.
+ Ability to priorities workloads.

STATS is an equal opportunity employer, in which we are committed to creating an inclusive and diverse environment for all employees, in allowing us to deliver our company objectives together.