IT Service Desk Analyst

Department: IT

Location: Worsley

Compensation

£26,000 - £28,000 / year

Description

As an IT Service Desk Analyst, you will provide technical support services across the business. This will include ensuring tickets are being raised and organised based on the issue and priority of the ticket. Throughout this, you will have excellent IT customer service communications to keep customers up to date on progress.

Key Responsibilities

• Log incoming support calls and emails received and prioritise accordingly
• Ensure all owned calls logged are reviewed daily
• Resolve issues with PCs, printers, tablets, mobile phone, video conference kit and in-house software
• Build desktop and mobile hardware to agreed standard and ensure smooth handover to the customer
• Work to departmental SLA’s
• Maintain regular lines of communication with customers and suppliers on all outstanding issues
• Demonstrate a high level of teamwork to achieve results on 1st time fix
• Look for proactive resolutions on common issues and faults
• Create Knowledge base articles when required
• Offer help and support for all customers. Take time to ensure all customers’ needs are met and strive to exceed customers’ expectation levels through great service
• Comply with all systems, procedures and processes, so company and customer information is accurate
• Mentor team members, help onboarding new starters
• Provide reports as required
• Carry out other tasks and duties when required
• Deliver support services effectively and efficiently

Experience and Qualifications

• Good knowledge of Desktop operating systems, hardware, mobile phone technology, as well as successfully meeting service level agreements
• A very focused minded individual, able to tackle a problem from different angles and make decisions quickly
• Strong communication - good written and oral communication skills
• Excellent interpersonal skills
• Ability to present ideas in business-friendly and user-friendly language
• Keen attention to detail
• Investigative, assessing, and problem-solving abilities
• Ability to effectively priorities and execute tasks in a high-pressure environment
• Exceptional customer service
• Experience working in a team-oriented, collaborative Environment but also able to work independently

Salary and Benefits

We offer a competitive salary based on experience along with a full benefits package.

Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

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