IT Service Desk Analyst

Devyani International P Ltd; Chippenham; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading logistics company in Chippenham is seeking a Service Desk Analyst for a 12-month FTC. The role involves providing first-line IT support, monitoring support ticket queues, and ensuring a high level of customer service. Ideal candidates should possess strong communication skills and a solid understanding of IT infrastructure and service management tools. This position offers opportunities for career development and a generous benefits package.

Benefits

Company pension scheme

Generous holidays

Cycle to work scheme

Employee discount platform

Onsite parking

Qualifications

• Proven experience in IT support roles.
• Ability to work in fast-paced environments.
• Excellent verbal and written communication skills.

Responsibilities

• Provide 1st line IT technical support and manage incidents.
• Monitor support queues and ensure timely actions.
• Maintain accurate records of support tickets.

Skills

Interpersonal skills

Problem solving skills

Customer focus

IT infrastructure knowledge

Service management tools

Tools

ServiceNow

Windows 10

Office 365

Job description

Overview

Due to a recent promotion Wincanton is recruiting for a Service Desk Analyst to join the team in our Head Office for a 12 month FTC.

The Service Desk Analyst works in the operations function providing a single first point of contact to all users, for the resolution of incidents and the administration of IT service requests.

Hours of work between are between 7am and 7pm but currently working 7am-5pm Mon-Fri, rotating shift pattern 07:00-15:30 / 08:30-17:00

Based in Chippenham Head Office

How will you contribute?

• Provide 1st line IT technical support,taking ownership of the customer Incident or Service Request and see it through to resolution
• Monitor support ticket queues ensuring incidents are actioned in line with SLAs
• Maintain support tickets correctly and keep the client updated with progress every day
• Support of Head Office staff in Chippenham, Smart Meeting rooms and Hot Desks
• Mobile Device and Tablet configuration for Operational Services via SOTI mobi-control
• Laptop rebuilds if required
• Ensure any Incidents or Service Requests that cannot be resolved by the Service Desk are escalated appropriately
• Create a positive impression of the Service Desk by building a rapport with the customer, focussing on business needs and delivering best possible customer service
• Handle all queries and updates professionally and efficiently, maintaining a high degree of customer service
• Assist with Infrastructure tasks as and when required
• Occasionally attend tech bar initiatives at locations/Sites around the country assisting users with IT issues
• Maintain user security on all systems
• Completion of Service Requests
• Administration of Active Directory, End User Devices (Windows 10 and higher), Office 365 and Business Applications
  
  

What will you bring?

• Proactive individual able to work in a fast-paced and constantly changing environment
• Excellent and demonstrable interpersonal and communication skills, both verbally and written
• Customer focussed attitude with positive approach
• Excellent telephone manner, listening and empathy skills
• Problem solving and diagnostic skills
• Team player; works with and supports the rest of the team
• Good knowledge of service management toolsets and best practice e.g. ServiceNow and ITIL
• Proven experience & understanding of IT infrastructure, desktop and business applications
  
  

What do we offer?

Our Culture & Benefits

In addition to generous remuneration, we really value our people and offer a friendly, safety-first working environment, along with other benefits including company pension scheme, generous holidays, cycle to work scheme, employee benefits include, online discount platform, onsite parking and much more.

Our people are at the core of our business and what makes Wincanton great. Thats why we also provide significant opportunities for career development and progression, as well as training enrichment and multi-skilling, in a dynamic working environment.

Be a part of our values; Were Thoughtful, Were Aiming High and Were Prepared.

Our Commitment

We are committed to providing equality of opportunity for all employees. We strive for an environment where all colleagues feel included, supported and valued, whilst feeling they can be their whole selves within our workplaces. We are proud that our colleagues represent us and our successes and we welcome your application.

Find out more:Wincanton champions a diverse workforce

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