Job Title: Service Desk Analyst

Location: Swindon (onsite role 4/4/4)

Salary: up to £28,000 (dependent on experience) + up to 10% pension and a full benefits pack!

Must be able to hold an SC Security Clearance

Looking to Interview ASAP so please contact Zoe, call on (phone number removed) or email for a slot.

Key Skills: Customer Service communication skills, Knowledge of desktop computing. Ability to troubleshoot technical support issues. Microsoft Office suite. Windows 10 and Microsoft Server 2016-2019.

I am presently seeking candidates for the positions of a Service Desk Analyst to join a leading IT Managed Service provider specialising in Data Centre Management. You'll be a vital part of the team that interfaces directly with managed service customers, serving as the frontline representation.

The Role:

So, what will you be doing as a Service Desk Analyst?

• Serving as the initial point of contact for both external and internal customers, offering user support.
• Ensuring timely and professional responses to all communications, whether via the Desk, phone calls, emails, etc.
• Handling support requests by identifying, registering, and categorizing incidents.
• Proactively identifying and suggesting improvements in quality and efficiency.
• Utilizing standard operating procedures and knowledge base to resolve issues during the first call.
• Troubleshooting and resolving basic technical problems.
• Adhering to agreed procedures by promptly allocating incidents as per SLAs and KPIs.
• Providing regular updates to customers and ensuring progression aligns with Service Level Targets.
• Accurately recording all actions and diagnostics performed in the Service Management Tool.

What are we looking for in our next Service Desk Analyst?

• Proficient in problem-solving with outstanding time management and organizational abilities.

• Capable of working independently or collaboratively within a team.
• Eager to expand and evolve within the role and within the company.
• Excellent customer Service communication skills (both verbal & written)
• IT support skills, Microsoft Office suite, Windows 10 and Microsoft Server 2016-2019
• Active Directory and User Account management
• Ability to troubleshoot technical support issues.

Desirable

• Working with LINUX operating systems
• Network design and TCP/IP
• Server backups and restores.
• Operating and configuring monitoring tools such as SolarWinds or Icinga

Offer

• Training Development plan
• Pension, Healthcare, Life assurance, Private medical
• Other great benefits

How to Apply:

In order to be eligible for this role you will need to undergo Security Clearance Background Checks that require you to be a UK resident and UK passport holder.

This really is a fantastic opportunity for a Service Desk Analyst. If you are interested, please apply as soon as possible as this position will be filled quickly so don't miss out!

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