Service Desk Analyst

TN United Kingdom; Sheffield; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Service & IT Support professional to enhance client satisfaction. In this pivotal role, you'll ensure seamless service delivery by managing incidents, resolving issues, and maintaining IT infrastructure. Your proactive approach will not only help clients succeed but also contribute to your professional growth through world-class training and development opportunities. Enjoy a hybrid working model that offers flexibility while being part of a dynamic team focused on delivering exceptional service. If you're passionate about technology and customer care, this role is perfect for you.

Benefits

25 days of annual leave

Flexible benefits

World-class training and development

Discounted broadband and retail discounts

Qualifications

• Experience in a 1st line service desk or as a service request analyst.
• Strong communication and relationship management skills.

Responsibilities

• Manage tickets and provide solutions through proactive monitoring.
• Respond to incidents and requests in accordance with SLAs.

Skills

Customer Service

IT Support

Communication Skills

Time Management

Problem Solving

Education

Relevant Certifications (CCNA, ICND1/2, Network+, CompTIA)

Tools

Microsoft Office 365

Active Directory

SCCM

Exchange

Microsoft Teams

Job description

Job Description: Customer Service & IT Support Role

Are you passionate about delivering exceptional customer experiences and ensuring businesses stay connected and succeed? This role is central to providing a best-in-class customer service experience to our clients. As a key contributor to our market-leading services, you'll play a vital role in maintaining customer satisfaction and achieving critical performance metrics.

Your work will help keep our customers' passion for their business alive by proactively monitoring their IT infrastructure and providing timely first-line fixes. This is more than just a job; it's an opportunity to make a meaningful impact on our customers' success daily.

What You’ll Be Doing:

• Ensuring all tickets are promptly picked up and managed, providing fully managed solutions through proactive monitoring of the customer estate.
• Answering calls promptly to meet SLA performance targets.
• Handling high-priority incidents and escalating them to the Major Incident Management team to minimize customer downtime.
• Responding to reported faults, services, and requests in accordance with SLAs and company policies.
• Providing professional and effective responses and solutions to incidents and requests to restore normal service.
• Maintaining all company-provided tools and equipment in good condition.
• Managing third-party escalations quickly and effectively.
• Communicating effectively at all levels with good interpersonal skills and a polite telephone manner.
• Understanding Service Desk operations and ITIL processes.
• Listening actively and paying attention to detail when dealing with user queries and faults.
• Administering Active Directory, Exchange, and Office 365 accounts.
• Managing MS products such as Teams, SharePoint, Streams, Windows Server folders, and deploying SCCM.
• Working to deadlines, prioritizing tasks, and working independently when needed.
• Handling pressure well, managing time effectively, and multitasking efficiently.
• Remaining professional, persistent, and resilient in all situations.
• Having an understanding of customer environments and challenges is advantageous.

Preferred Qualifications and Experience:

• Experience working on a 1st line service desk or as a service request analyst.
• Experience in a customer-focused environment.
• Strong communication skills, relationship management, and professional conduct.
• Proficiency with Microsoft applications such as Office 365, Exchange, Teams, and Skype.
• Experience with Microsoft Server Administration, Active Directory, and SCCM.
• Relevant certifications like CCNA, ICND1/2, Network+, or CompTIA.

Additional Benefits:

• 25 days of annual leave, increasing with service, plus bank holidays.
• Flexible benefits including cycle to work schemes, healthcare, and season ticket loans.
• World-class training and development opportunities.
• Discounted broadband, mobile, TV packages, and retail discounts.

Work Arrangement:

BT offers a hybrid working model, allowing you to work from home 2 days per week, with 3 days at your contractual location.