Service Desk Analyst

If you are passionate about technology and innovation with a strong desire to understand how different technologies operate and want to test your abilities then we are keen to talk to you.

The role comes with full ITIL 4 training, £3K shift allowance, up to £1K annual bonus and fuel allowance. 

A typical breakdown of your role would be:

Acting as an initial point of contact for external and internal customers providing support to users;

Ensuring that all communications to the Desk, phone calls, e-mails etc. are answered promptly and in a professional and courteous manner.

Responding to requests for support by identifying, registering and categorising incidents

Identifying and communicating ideas for improvements in quality and/or efficiency

Resolve issues at first call using standard operating procedures and knowledge base

Troubleshooting and resolving basic technical issues

Following agreed procedures, promptly allocating incidents as appropriate and in accordance with agreed SLA’s and KPI’s

Ensuring customers are provided with regular updates, and progression is made in line with Service Level Targets.

Ensuring that all actions and diagnostics performed are recorded accurately in the Service Management ToolWhat skills and experience do you need?

From an experience perspective we are looking for a minimum of 1 – 2 years’ experience working in a customer support type environment.

Essential skills:

Excellent customer Service communication skills (both verbal & written)

Ability to obtain Government Security Clearance (SC) with no restrictions.

IT support skills

Microsoft Office suite

Windows 10 and Microsoft Server (Apply online only)

Active Directory and User Account management

General knowledge of basic software installation and network hardware (Desirable)

General knowledge of desktop computing

Ability to troubleshoot technical support issues