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Are you passionate about delivering exceptional IT support and service excellence? Do you thrive in a dynamic environment where innovation and problem-solving are at the forefront? Join our client's team as an IT Service Desk Analyst and be a key player in ensuring a seamless IT experience for their internal stakeholders.
Management of 1st line Incident and Request tickets: Handle incoming tickets with efficiency and professionalism, resolving issues or escalating when necessary.
Operating with Service levels to achieve positive outcomes for all ticket management: Ensure that service levels are met or exceeded to deliver exceptional support.
Commit to minimum data set requirements for ticket logging and management: Accurately log and manage ticket data to facilitate efficient resolution.
Ensure tickets are prioritized according to Priority matrix and reviewed where required: Prioritise and review tickets to ensure critical issues receive prompt attention.
Proactively highlighting Service Improvement opportunities for first-time fix: Identify and suggest improvements to enhance our IT services.
Focus on the strategic pillars of Stability, Value, Agility, and Assurance: Align with our strategic goals to provide reliable, valuable, and agile IT solutions.
Exceptional Customer Service and phone manner: Deliver outstanding customer service with a friendly and professional phone demeanour.Knowledge / Competencies / Experience Required:
Experience of working in a Service Desk type environment.
Applications deployment and install.
Windows 10 knowledge.
Configuration and set up of user mobile devices.
Exchange mailbox administration.
Office 365 administration.
Intune administration and management.
General troubleshooting for IT Services.Working Skills:
2nd line technical knowledge in relation to IT deliverables to the business.
Ability to work with many business platforms and applications.
Ability to effectively work with End user and Branch specific hardware.
Easily able to translate technical language into understandable layman's terms.
Co-ordinate with branch employees ensuring that needs are understood, and a flexible approach is adopted to meet their needs.
Excellent troubleshooting and problem-solving skills.
Works with the customer in mind, making sure that the quality of work and outcomes are maintained.
Able to effectively contribute to recognize and improve working processes to drive greater efficiency.
Experience of working as part of a team aligning to service agreements (OLA/ SLA).
Knowledge of IT Service Management processes (e.g. - Asset, Configuration, Change, Incident, Problem Management).
Able to identify dependencies and execute tasks with accuracy.
Providing Services to the client's user base in all operating companies and specialist business subsidiaries.
Is a team player with an emphasis on providing an excellent level of customer satisfaction.To apply, please send your resume and cover letter
Salary: Up to £25,000
WFH: Every Friday can be worked remotely