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IT Service Desk Analyst

Network Plus

Alfreton CP

On-site

GBP 25,000 - 29,000

Full time

2 days ago
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Job summary

A leading company is seeking an IT Service Desk Analyst to provide 1st line technical support across the business. The role involves logging support tickets, resolving technical issues, and maintaining communication with customers to ensure satisfaction. Suitable candidates will demonstrate exceptional customer service skills and technical knowledge related to desktop systems.

Qualifications

  • Good knowledge of desktop operating systems and hardware.
  • Ability to handle tasks under pressure while maintaining quality service.
  • Collaborative team player with strong interpersonal skills.

Responsibilities

  • Provide 1st line technical support and service to users.
  • Log and prioritize incoming support tickets.
  • Resolve issues with PCs, printers, and in-house software.

Skills

Customer Service
Problem Solving
Communication
Attention to Detail

Job description

Department: IT

Location: Alfreton

Compensation: £25,000 / year

Description

As an IT Service Desk Analyst, you will provide 1st line technical support services across the business. This will include ensuring tickets are being raised and organised based on the issue and priority of the ticket. Throughout this, you will have excellent IT customer service communications to keep customers up to date on progress.


Key Responsibilities

• Log incoming support calls and emails received and prioritise accordingly
• Ensure all owned calls logged are reviewed daily
• Resolve issues with PCs, printers, mobile phones and in-house software
• Build desktop and mobile hardware to agreed standard and ensure smooth handover to the customer
• Work to departmental SLA’s
• Maintain regular lines of communication with customers and suppliers on all outstanding issues
• Demonstrate a high level of teamwork to achieve results on 1st time fix
• Look for proactive resolutions on common issues and faults
• Offer help and support for all customers. Take time to ensure all customers’ needs are met and strive to exceed customers’ expectation levels through great service
• Comply with all systems, procedures and processes, so company and customer information is accurate
• Carry out other tasks and duties when required
• Deliver support services effectively and efficiently


Experience and Qualifications

• Good knowledge of Desktop operating systems, hardware, mobile phone technology, as well as successfully meeting service level agreements
• A very focused minded individual, able to tackle a problem from different angles and make decisions quickly
• Strong communication - good written and oral communication skills
• Excellent interpersonal skills
• Ability to present ideas in business-friendly and user-friendly language
• Keen attention to detail
• Investigative, assessing, and problem-solving abilities
• Ability to effectively priorities and execute tasks in a high-pressure environment
• Exceptional customer service
• Experience working in a team-oriented, collaborative Environment but also able to work independently


Salary and Benefits

We offer a competitive salary based on experience along with a full benefits package.

Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

We understand that privacy and the security of your personal information is extremely important. By applying for this role, you agree to the terms of our privacy policy.
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