IT Service Desk Analyst

Biffa Waste Services; High Wycombe; On-site; GBP 24,000 - 32,000; Full time

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 and where necessary escalated to senior colleagues. You will have excellent communication skills, a passion for customer service and be a quick learner. This is an office based role and the Service Desk’s opening hours are 7am to 6pm, Monday to Friday so we operate a rota to cover those times.

Your core responsibilities

• Handle customer incident or request tickets in a professional manner
• Answer calls and respond to emails from users regarding new and current tickets
• Ensure all relevant/accurate information regarding issue is obtained at the point of logging the ticket
• Ensure a timely resolution (preferably on first contact) or escalation of incidents and requests with regular updates to end users until the point of resolution
• Log tickets with the relevant third parties
• Comply with current Service Desk standards, policies, and procedures
• Establish and develop relationships with other IT teams through frequent and constructive communication
• Identify and implement process improvements
• Update Knowledge Base articles as and when required
• Assist with the training of new Service Desk staff

Minimum Requirements:

• Proficient user of all Microsoft packages
• Ability to manage own workload effectively and efficiently while keeping to strict deadlines

Biffa – we’re changing the way people think about waste

At Biffa, we love working with waste. Whether we’re turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. It’s a view that’s shared by our 11,000+ people around the country, who trust us to provide them with a career that’s always rewarding, often challenging, but never dull.

We believe different ideas, perspectives and backgrounds are key to developing a creative and effective working environment which is why you’ll find us championing diversity and equality at every turn.