Service Desk Analyst

Posted 03/05/2024 by Modern Networks Ltd

Hitchin, Hertfordshire
£22,318 - £24,139/annum

About Us:

Established in 2000, Modern Networks provides information and communications technology solutions and support to businesses nationwide. We take time to understand and anticipate the challenges facing our customers today. We partner with technology vendors including HP, Cisco, NetApp, Microsoft and VMWare to deliver market leading technology solutions which enable organisations to increase their business efficiency, improve customer service and reduce business costs.

What you'll be doing:

Our Service Desk Analysts are part of a skilled team that work closely with our customers to ensure their ICT Infrastructure operates at the optimum capacity and with minimum disruption to service.

The majority of your time will be spent taking calls - you'll be responding to and logging new cases and Requests, ensuring our customers are regularly updated on where we're at with them.

The types of technical activities you'll be involved in are installing software updates, assisting with technical support, and participating in the maintenance of the Configuration Management Database.

The role is initially 100% office based (in our Hitchin office), with hybrid working available (3 days in, 2 days from home) after probation. The team work on a shift pattern - the earliest shift starts at 08:00, and the latest you would finish is 18:00 - there are no evenings, weekends or bank holidays.

What makes you a great fit

  • You’re a great communicator – you’ll be the first point of contact for customers reporting incidents or requesting changes to their IT systems so we need people that aren’t afraid to pick up phone (even when they’re frustrated!) and can communicate simple, straightforward advice and information
  • You're ambitious - we are 100% committed to creating career pathways for all our teams, whether your aspirations are to move into management, get out into the field or move into more technical roles we want to help you get there. We've got former Service Desk colleagues in our Professional Services, ISP, Cloud & Endpoint and even our Sales teams!
  • You put the customer first. We need people that will call when they say they will and go the extra mile to find the right solution.
  • You’re process driven –– you’ll be triaging tickets coming through according to type and priority (with the added excitement of SLA's, so we need people who can follow the plan and get it right for our customers every time.
  • You’re a team player – got your workload under control but your colleague is struggling? We want you to take the time to help them out, just like they’ll do for you when you join us.

What you’ll get from us

  • Great prospects - once you’ve got to grips with our systems and processes, you’ll have the opportunity to progress with us. We've got an L&D programme for our ITSM teams - if you fancy a bit of training, we've got you covered!
  • Knowledgeable, high-achieving, experienced and fun colleagues
  • A career with room for your personal life in a work environment where everyone knows the value of a healthy work-life-balance
  • Commitment to Diversity and Inclusion - we hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes us stronger.
  • 25 days annual leave + bank holidays
  • Active workplace committees (Social / Wellness)
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