Service Desk Analyst

The Service Desk Analyst will be responsible for providing a quality technical first-line service to customers, recording incidents, service requests, and requests for change. They will aim to resolve 75% of incidents received, demonstrating a customer service-focused approach. The role requires strong communication skills, problem-solving aptitude, and the ability to diagnose technical faults over the phone. The Service Desk operates on a 24/7 basis, with core hours between Monday-Friday. Security Clearance will be processed for this role.

• Accurately record all calls offered by phone or email into the Service Management Tool (SMT)
• Communicate with users by phone, email, and intranet
• Deliver a high standard of customer care by taking ownership of incidents
• Take part in IT service improvement
• Provide technically accurate solutions to users and customers
• Aim to resolve 75% of incidents at first point of contact (75% first time fix)
• Maintain the accuracy of the SMT and related databases
• Update the Knowledgebase by adding articles and supplying new documentation
• Continuous communication with internal customers to provide updates on incident resolution
• Liaise directly with external maintenance suppliers
• Work on a shift basis, including potential weekend and night shifts on a rota basis
• Experience of working within a customer service environment, preferably within IT
• Good problem-solving aptitude and skills
• Positive analytical attitude to support process and performance improvement
• Ability to diagnose technical faults quickly and accurately over the telephone using remote assistance tools and techniques
• Knowledge of current Microsoft Windows computer operating systems

• Experience of working within a customer service environment, preferably within IT
• Good problem-solving aptitude and skills
• A positive analytical attitude to support process and performance improvement
• Ability to diagnose technical faults quickly and accurately over the telephone, using the remote assistance tools and techniques available
• Knowledge of current Microsoft Windows computer operating systems

• Enhanced Pension Scheme
• Health Insurance
• Life Assurance
• Access to exclusive discounts and offers through the company's "Perks at Work" scheme
• 25 days annual leave (with the option to buy more)