054 - Service Desk Analyst

Experis; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

A global leader in IT consultancy is seeking a Service Desk Analyst in Hursley. As the first point of contact for technical support, you'll ensure efficient problem resolution and provide excellent customer service. Responsibilities include managing support incidents, escalations, and collaborative processes. Strong communication skills and SC Clearance eligibility are required. Benefits include a pension scheme, medical coverage, and 22 days holiday.

Benefits

Contributory pension scheme

Medical and dental coverage

Employee Assistance Program

22 days holiday plus bank holidays

Maternity, paternity, and shared parental leave

Sick pay

Responsibilities

• Respond to technical support incidents, requests, and changes.
• Manage your call queue and resolve issues promptly.
• Communicate updates and engage with customers.
• Handle password resets and hardware part orders.
• Escalate complex issues to 2nd & 3rd Line Support as needed.
• Collaborate with internal teams including Technical Delivery, Development, and Projects.
• Assist in service management reporting and process improvements.
• Ensure SLAs are met across key metrics.

Skills

Strong communication and customer service skills

Ability to resolve technical issues efficiently

Proactive approach with a focus on continuous improvement

Education

Eligibility for SC Clearance or current clearance

Job description

Service Desk Analyst - Hursley

Location: Hursley - 5 days on site

Clearance Required: Active SC Clearance preferred, or eligibility to undergo SC Clearance

Join Experis - A Global Leader in IT Consultancy

Experis Consultancy is a global entity with a well-established team of over 1000 consultants across 20 clients worldwide. Our UK operation is expanding rapidly, and we are part of the Manpower group, which has an annual turnover of $20 billion.

We have partnerships with major UK clients across various industries. Our approach is personal, focusing on training, technology, and career development.

Your Role:

As a Service Desk Analyst, you will be the first point of contact for technical support, ensuring efficient resolution of IT issues while providing excellent customer service.

Key Responsibilities:

• Respond to technical support incidents, requests, and changes
• Manage your call queue and resolve issues promptly
• Communicate updates and engage with customers
• Handle password resets and hardware part orders
• Escalate complex issues to 2nd & 3rd Line Support as needed
• Collaborate with internal teams including Technical Delivery, Development, and Projects
• Assist in service management reporting and process improvements
• Ensure SLAs are met across key metrics

What You'll Bring:

• Strong communication and customer service skills
• Ability to resolve technical issues efficiently
• A proactive approach with a focus on continuous improvement
• Eligibility for SC Clearance or current clearance

Benefits:

• Contributory pension scheme
• Medical and dental coverage
• Employee Assistance Program
• 22 days holiday plus bank holidays
• Maternity, paternity, and shared parental leave
• Sick pay

If you meet the criteria and are interested, please contact us. Note that due to high application volume, we may not respond to all applicants. If you haven't heard within 7 days, your application will not be progressed. Thank you for understanding.