IT Service Desk Analyst

phs Group plc; Caerphilly; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Excellent benefits

Free on-site car park

No evenings or weekend work

Great hours

Job summary

phs Group plc in Caerphilly is hiring an IT Service Desk Analyst to support colleagues with IT queries, from MS Office to hardware. The role is based at the Caerphilly head office, with Monday to Friday hours and no evenings or weekends.

You will resolve issues by listening, asking questions, and documenting actions, while helping create knowledge materials and training resources for the team.

Qualifications

• Experience on an IT Service Desk is highly desirable.
• Strong knowledge of Microsoft Office products.
• Solid understanding of common desktop technologies.
• Familiarity with ITIL practices and processes.
• Excellent verbal and written communication skills.
• Brilliant customer service and a calm, professional approach.

Responsibilities

• Support end users with service requests and incidents via telephone, email, or logging system.
• Handle queries relating to system software, applications and hardware.
• Follow issues through to resolution to ensure customer satisfaction.
• Log, document, and provide updates on all contacts and actions.
• Escalate unresolved issues to the appropriate engineer with concise details.
• Assist in creating technical documents and training materials.

Skills

IT Service Desk experience

MS Office knowledge

Desktop technologies

ITIL practices

Verbal and written communication

Customer service skills

Job description

IT Service Desk Experts - we're looking for you!

IT Service Desk Analyst

Caerphilly Head Office

£26,666.64 and excellent benefits

Great hours Monday to Friday, no evening or weekend work

Full Time, permanent position

Great with IT related queries? Based in or near Caerphilly? Looking for a career rather than a job?

If you answered "Yes" to the above, we're hiring at phs Group – the leading Hygiene Services provider in the UK. We're looking for the right person to join us as an IT Service Desk Analyst and it's a role you will enjoy.

This role is ideal for you if you are technically minded and like to help and support people with their IT related questions. These questions could be regarding Microsoft Office, printers, monitors, docking stations, mobile technology or the internet. Your aim is to fix their issues promptly and efficiently by listening, building rapport, and asking questions to establish their needs. So, we're looking for someone who enjoys resolving queries and helping colleagues.

So why phs Group? It's a great place to work – a successful, market-leading company with a friendly, supportive atmosphere. You'll be joining a brilliant team who support each other as well as other colleagues. We have great hours, a good salary and a fabulous list of benefits that continues to grow.

Love resolving technical issues? Reliable? Looking for a stable career in an established, successful company? You're just the kind of person we're looking for! And if you're driving to our Caerphilly office, our free on-site car park will save you a fortune.

Your role as an IT Service Desk Analyst at phs Group:

• You'll be supporting our end users with service requests and incidents, either via telephone, email, or our call logging system
• You'll look after queries relating to system software, applications and hardware
• You'll follow the customer issues through to their conclusion to ensure they are resolved
• All contacts and actions must be logged, documented, and updates provided so that the customer is supported
• Any issues that cannot be resolved are to be escalated to the appropriate engineer with concise details and actions of the issue
• You will also get to assist in creating technical documents, training material, and work / focus groups

The ideal candidate for this role will have:

• Experience of an IT Service Desk (highly desirable)
• Strong knowledge of MS Office products
• Good knowledge of all common technologies in the desktop user environment
• Understanding of Information Technology Infrastructure Library (ITIL) practices
• Excellent verbal, written and communication skills
• Brilliant Customer Service skills – calm, positive, professional and a great listener