Technical 1st Line Service Desk Analyst

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

Job summary

Join a dynamic Service Desk Team at a leading technology solutions company. As a Service Desk Analyst, you'll ensure excellent customer service and support for various technologies. This role offers opportunities for growth and a collaborative work environment.

Benefits

Flexible working patterns

Hybrid work arrangements

Qualifications

• Strong communication and interpersonal skills required.
• Ability to work independently and in a team.

Responsibilities

• First point of contact for customers via calls, emails, and tickets.
• Logging incidents and ensuring ticket handling within SLAs.
• Collaborating with third-party partners to resolve issues.

Skills

Communication

Interpersonal Skills

Time Management

Job description

Would you like to work in a supportive, collaborative and innovative company?

Do you enjoy working as part of an enthusiastic, passionate, and collaborative team?

Join our Service Desk Team

The Service Desk and Support team is a proficient, fast-paced, and exciting team committed to providing excellent customer service. We support a multitude of technologies such as Cisco, Check Point, and Microsoft, offering opportunities to learn and grow alongside skilled engineers.

Success. The Softcat Way.

Softcat is a £1 billion+ annual turnover technology solutions business and a trusted partner to companies like Apple, Microsoft, and Adobe. We offer a growing portfolio of services including software licensing, cybersecurity, and IT infrastructure, providing our technical teams with the tools and support to achieve more. This is a place to advance your career.

Are you passionate about overseeing operational activities across your shift team to ensure excellent customer service and that SLAs/KPIs are met?

In this role, you will be the first point of contact for our customers, ensuring support tickets are progressed in the first line support queue. While challenging, it is also rewarding to see issues through to resolution.

As a Service Desk Analyst, you'll be responsible for:

• Being the first point of contact for our managed services customers via calls, emails, and portal tickets
• Logging Incidents, Service Requests, Problems & Changes, and assessing support type, impact, and priority
• Ensuring all tickets are handled within the first line support queue
• Escalating to second/third line teams when necessary
• Maintaining high ticket ownership throughout the lifecycle to achieve customer resolution
• Meeting Service Desk KPIs set by leadership
• Collaborating with third-party partners to resolve incidents and requests
• Participating in Change Advisory Board (CAB) and Problem Reviews

We'd love you to have:

• Strong communication skills, articulate and persuasive
• Exceptional interpersonal skills
• Motivation, competitiveness, and results-oriented mindset
• Ability to work independently and in a team with a ‘can do' attitude
• Good prioritization and time management skills to meet SLAs

Please note, you'll undergo SC clearance upon hire, requiring existing clearance or eligibility for vetting.

Work in a way that works for you

We offer flexible working patterns, including hybrid work, flexible hours, and arrangements around school commitments.

Working with us

We support diversity and inclusion through partnerships with organizations like WORK180, My G Work, and Black Young Professionals, promoting benefits and policies that support all employees.