Service Desk Analyst

WDC UK; Newtownabbey; On-site; Full time

Job summary

Join a leading IT organization as a Service Desk Analyst in Newtownabbey. This role offers a fantastic opportunity to support educational institutions by resolving IT issues and providing exceptional customer service. Ideal for someone eager to start a career in technical operations, with a focus on communication and problem-solving skills.

Benefits

Free on-site parking

Qualifications

• Proven ability to handle high volumes of incoming calls.
• Experience making outbound follow-up calls.
• Excellent verbal and written communication skills.

Responsibilities

• Support schools and colleges in NI by resolving IT issues.
• Answer and resolve customer queries effectively.
• Log incidents and service requests via various channels.

Skills

Communication

Customer Service

IT Curiosity

Job description

Our client is one of the largest IT organisations in the UK, delivering cutting-edge technological and software-related solutions to numerous businesses and clients. As the first point of contact for clients with technical queries, this role offers an excellent opportunity for someone looking to start their career in the exciting and diverse world of technical operations. You will have the chance to make a significant impact on one of the UK's largest IT organisations during a period of exciting change.

You will play a key role in ensuring the delivery of exceptional service and innovative solutions to clients and customers, working on a variety of projects. The team encourages open communication, sharing ideas, and personal growth. Join us as a Service Desk Analyst and help create better outcomes and innovative ways of working.

What you'll be doing:

• Supporting schools, colleges, and educational establishments in NI by resolving IT issues after the summer holidays.
• Answering and resolving customer queries effectively.
• Logging incidents and service requests via telephone, email, and our customer portal, then processing them accordingly.
• Providing excellent customer service to all contacts.
• Keeping customers informed about the status of their queries.
• Prioritising and managing your workload to meet deadlines.
• Adhering to company policies, procedures, and standards.

What we're looking for:

• Proven ability to handle and resolve high volumes of incoming calls.
• Experience making outbound follow-up calls.
• Excellent verbal and written communication skills, with a focus on customer service.
• Experience working on the telephone communicating with customers.
• A curiosity for IT.

About the client

This organisation is among the UK's largest IT providers, supporting thousands of clients daily. They innovate in cloud computing, cybersecurity, digital connectivity, and general IT services, aiming to deliver exceptional and tailored solutions to meet diverse needs.

Salary: £15.50 per hour

Location: Office based in Newtownabbey, BT36.

Working hours: 37.5 hours/week, Monday to Friday, between 8am - 5pm. Flexibility to work shifts within these hours is required.

Note: Limited leave during July, August, and September.

Benefits: Free on-site parking.

Requirements: Candidates must be based in NI and willing to undergo background and Access NI checks, paid for by the client.