JOB DESCRIPTION Job Title: IT Service Desk Analyst Reporting to: Service Desk Manager Location: AshfordOverall ObjectiveTo work as part of the UNA IT Service Desk team to provide a high level of support and service to the English language user community of Europe and Africa-Middle East, which will often include visitors from international sites, in response to incidents, requests and project work arising on supported computer applications and platforms.Main ResponsibilitiesDecision Making AuthorityTroubleshoot and provide first level support on Service Desk calls spanning a wide range of applications, systems and hardware.Create detailed service desk calls in AskMe (ServiceNow) tool, monitor, chase resolver groups and keep user informed of progress through the lifecycle of the call, from inception through to resolution.Build/rebuild workstations to company specifications.Asset Management, including the deployment and collection of redundant IT equipment and the accurate updating of inventories.Provide basic user training for new starters and for new equipment.Assist users with IT equipment location moves around the site.Project work: Application and new equipment rollouts, audits.Day-to-day Service Desk activities including: dealing with contractors, managing the Service Desk email inbox, phone calls, chats, walk-ins and AskMe unassigned queue.Keep abreast of IT activities, changes and outages.Attend team and company meetings and provided training to develop relevant ..... full job details .....