IT Service Desk Analyst

TN United Kingdom; High Wycombe; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Analyst to provide first-line support for IT, telephony, and network issues. This role is crucial in ensuring that all incidents are logged, managed, and resolved within agreed SLAs. The ideal candidate will possess excellent communication skills, a passion for customer service, and the ability to learn quickly. The position is office-based with a rota system covering operational hours from 7am to 6pm, Monday to Friday. Join a forward-thinking company that values diversity and innovation, and help transform the way we manage waste and recycling solutions.

Qualifications

• Proficient in all Microsoft Office packages.
• Effective time management skills to handle workload efficiently.

Responsibilities

• Handle customer incident or request tickets professionally.
• Ensure timely resolution or escalation of incidents and requests.
• Assist in training new Service Desk staff.

Skills

Microsoft Office

Time Management

Customer Service

Communication Skills

Job description

The Service Desk Analyst provides 1st line support for all IT, telephony, network, and application issues across the group. All incidents must be logged, managed, and resolved within agreed SLAs, with escalation to senior colleagues when necessary. The role requires excellent communication skills, a passion for customer service, and the ability to learn quickly. This is an office-based position, operating from 7am to 6pm, Monday to Friday, with a rota system to cover these hours.

Your core responsibilities

1. Handle customer incident or request tickets professionally.
2. Answer calls and respond to emails regarding new and existing tickets.
3. Gather all relevant and accurate information when logging tickets.
4. Ensure timely resolution or escalation of incidents and requests, providing regular updates to users until resolution.
5. Log tickets with third-party providers as needed.
6. Adhere to current Service Desk standards, policies, and procedures.
7. Build and maintain relationships with other IT teams through effective communication.
8. Identify and implement process improvements.
9. Update Knowledge Base articles as required.
10. Assist in training new Service Desk staff.

Qualifications and Skills

1. Proficient in all Microsoft Office packages.
2. Effective time management skills to handle workload efficiently and meet deadlines.

About Biffa

At Biffa, we’re transforming waste management by turning waste into sustainable power and recycling solutions. With over 11,000 employees nationwide, we are committed to providing rewarding careers that are challenging and engaging. We value diversity and equality, believing that different perspectives foster innovation and effectiveness.