Hybrid Service Desk Analyst – IT Support

Experis; Bulwell; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A technology staffing firm in Nottingham is seeking a Service Desk Analyst to join their team. The role involves acting as the first point of contact for technical inquiries, focusing on user experience, and managing service requests. Ideal candidates will possess strong communication skills, the ability to handle conflict, and a proactive learning attitude. This position offers a hybrid working model, with two days in the office and three from home after training.

Qualifications

• Must be a reliable team player who enjoys learning and adapts to changing priorities.
• Experience in a contact centre is an advantage but not essential.

Responsibilities

• Manage incoming calls and emails via Genesys, logging incidents into ITSM system.
• Aim for first-contact resolution by capturing accurate data.
• Maintain and update the team's knowledge base.
• Monitor service queues and assist the switchboard during peak periods.
• Identify patterns to improve overall service delivery.

Skills

Excellent telephone manner

Clear written English

Conflict resolution

Customer experience prioritization

Proactive learning

Job description

A technology staffing firm in Nottingham is seeking a Service Desk Analyst to join their team. The role involves acting as the first point of contact for technical inquiries, focusing on user experience, and managing service requests. Ideal candidates will possess strong communication skills, the ability to handle conflict, and a proactive learning attitude. This position offers a hybrid working model, with two days in the office and three from home after training.