IT Service Desk Analyst

phs Group; Caerphilly; On-site; GBP 23,000 - 28,000; Full time

Job summary

Join phs Group as an IT Service Desk Analyst in Caerphilly and enjoy a stable career with excellent benefits. You'll be resolving IT-related queries for end users, ensuring prompt support, and contributing to a friendly team environment. This full-time role offers great work hours without evening or weekend shifts, along with training opportunities and employee perks.

Benefits

23 days holiday plus bank holidays (31 days in total)

Training opportunities

Employee discounts with major retailers

24-hour wellbeing helpline

Life assurance

Qualifications

• Experience of an IT Service Desk is highly desirable.
• Strong knowledge of MS Office products.
• Understanding of ITIL practices.

Responsibilities

• Support end users with service requests and incidents through various channels.
• Log and monitor customer issues to ensure resolution.
• Assist in creating technical documentation and training materials.

Skills

Customer Service

Communication

Technical Support

Problem Solving

Tools

MS Office

ITIL

Job description

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

IT Service Desk Analyst

CaerphillyHead Office

£23,795 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, this is the role for you. 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
• Good organisation and time management skills
• A natural inclination to find resolutions and work effectively within a team

In return for your commitment and expertise at phs Group:

• A good salary of £23,795.20 in a permanent full-time position
• No weekend or evening working – great hours Monday to Friday (40 hours a week)
• You’ll work in Head Office with excellent opportunities to develop your career here
• Training opportunities to expand your skills. We offer accredited ILM training through external and in-house training
• Apprenticeship opportunities on completion of the probationary period
• Remote working from home may be possible after completion of the first 6 months of employment. You will be taking calls so you’ll need a dedicated work area at home for this.
• 23 days holiday plus bank holidays (31 days in total)
• Amazing employee discounts with major supermarkets and retailers with phsPerks.com
• Other benefits such as improved parental leave, a 24-hour wellbeing helpline, cycle to work scheme, pension scheme, life assurance and more…