IT Service Desk Analyst

Ipsum Group; Chorley; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated IT Service Desk professional to join their team. In this role, you will provide first-level support to users, ensuring high-quality service delivery in line with IT Service Management best practices. You will play a crucial role in incident resolution, customer communication, and maintaining the IT Knowledgebase. This position offers the opportunity to work in a collaborative environment, contributing to essential services that impact local communities. If you are passionate about IT and customer service, this is the perfect opportunity to advance your career in a fast-growing company committed to employee development.

Benefits

Employee Assistance Program

Cycle to Work scheme

Option to purchase additional holiday

Employee Discount Scheme

Social Committees

Life Assurance Cover

Flexible Working

Long Service Awards

Volunteer Opportunities

Qualifications

• Experience in providing first level IT support with a focus on customer service.
• Knowledge of ITIL practices and ability to maintain IT service standards.

Responsibilities

• Provide 1st line service desk support and incident resolution.
• Maintain IT Knowledgebase and ensure effective communication.

Skills

Organisational skills

Problem solving skills

Excellent communication skills

Ability to work independently

Education

Bachelor’s degree in IT or related subject

ITIL Foundation

Tools

Microsoft Server Operating Systems

Azure Active Directory

Microsoft Exchange

Microsoft cloud technology stack

WAN/LAN/Wireless Networks

Security and Anti-Virus

Job description

As a key member of the IT Service Desk team, you will provide 1st line service desk support to the business, dealing with users and providing IT support and training. You will provide first level customer contact, incident resolution and service request fulfilment in line with IT Service Management (ITSM) best practices within the IT Service Desk, ensuring quality and performance standards are met and contributing to an efficient and effective IT Service.

Principal Accountabilities:

• To provide a high level of technical first level IT support in line with IT Service Management (ITSM) best practices for all services delivered by the IT Team ensuring customer focus is at the heart of service delivery.
• To ensure that Incident and Service Request information is presented within the ITSM software application consistently to maintain effective internal technical and external customer communication and to avoid duplication of effort.
• To ensure that individual and team performance and quality targets are maintained.
• To maintain the IT Knowledgebase with internally facing technical and externally facing non-technical IT Support articles.
• To work collaboratively across the IT environment and with customers to ensure delivery of the IT programme of work identified in the Change Management process and IT Roadmap.
• To deliver the ITSM functions within the IT Service Desk ensuring that services and support are available during service operational hours.
• To assist the Service Desk Manager to deliver the customer perception programme ensuring that feedback is delivered in accordance with procedures and improvements.
• To work collaboratively with the wider IT team.
• To take ownership of workload assigned through ITIL core processes (Incident, Problem, Change etc.) or the IT programme of work and ensuring that personal, team and customer SLA targets are achieved.
• To maintain the full suite of IT service standards, policies, procedures and knowledge articles with particular emphasis on Health & Safety, customer care, security and data protection.
• To support all the IT staff to deliver highly available services to the IT customers providing cover and support when necessary.
• To undertake any other relevant duties appropriate to the grade, and commensurate with the post holder’s skills and experience, as directed by the Service desk Manager and/or IT Director.

Desirable Qualifications [& Professional Membership(s)]:

• Bachelor’s degree or equivalent in an IT/related subject would be beneficial.
• ITIL Foundation or a willingness to complete this is required.

Demonstrable first level support knowledge in the following key areas:

• Microsoft Server based Operating Systems and Azure Active Directory.
• Microsoft Messaging Services (Exchange).
• Microsoft cloud technology stack.
• Networks (WAN/LAN/Wireless).
• Security and Anti-Virus.

Skills & Personal Qualities:

• Organisational / problem solving skills.
• Excellent communication skills, both verbal and written.
• Ability to work independently, under pressure and to deadlines.

Your New Company The UK’s utility sector is ever evolving and expanding to meet increasing customer requirements. At Ipsum, our vision is to be the leading customer service-focused provider of specialist utility and infrastructure solutions, operating on both public and private networks. We are looking for someone passionate about the industry and supporting our teams in delivering essential services 4/7/365, making a real difference to local people and communities.

At Ipsum, we are committed to supporting and developing our people to achieve their full potential. As a fast-growing and ambitious business, we offer opportunities to acquire a wide range of skills and gain broad and varied experience to help you progress in your career. Our investment in our people enhances our expertise and flexibility, enabling us to deliver the highest standard of service to our customers.

Employee Assistance Program with mental health support and access to counselling

Tax-Efficient Benefits via Salary Exchange (Salary Sacrifice):

• Cycle to Work
• Option to purchase up to 5 additional days holiday per year
• Employee Discount Scheme: Discounts on hundreds of retailers, including supermarkets, mobile phone/broadband providers, gym memberships, and more
• Social Committees: Established local social committees with a calendar of regular social events
• Life Assurance Cover
• Flexible Working
• Long Service Awards
• Volunteer Opportunities: Opportunities to volunteer and make a difference through local community projects and initiatives

Ipsum is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.

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