IT Service Desk Analyst

Network Plus; Worsley; On-site; GBP 25,000 - 29,000; Full time

Job summary

A leading IT service provider in Worsley is seeking an IT Service Desk Analyst. You will provide 1st line technical support, ensuring customer inquiries are managed efficiently. Ideal candidates will possess strong knowledge of desktop operating systems and excellent communication skills, aiming to deliver exceptional customer service in a collaborative team environment. The role offers a competitive salary of £25,000 per year.

Benefits

Full benefits package

Competitive salary based on experience

Qualifications

• Good knowledge of desktop operating systems and mobile technology.
• Ability to tackle problems from different perspectives effectively.
• Strong written and oral communication skills.

Responsibilities

• Log incoming support calls and prioritize them.
• Resolve issues with PCs, printers, and in-house software.
• Maintain communication with customers on outstanding issues.

Skills

Desktop operating systems knowledge

Problem-solving abilities

Strong communication skills

Exceptional customer service

Attention to detail

Team collaboration

Job description

Department: IT

Location: Worsley

Compensation: £25,000 / year

Description

As an IT Service Desk Analyst, you will provide 1st line technical support services across the business. This will include ensuring tickets are being raised and organised based on the issue and priority of the ticket. Throughout this, you will have excellent IT customer service communications to keep customers up to date on progress.

Responsibilities

• Log incoming support calls and emails received and prioritise accordingly
• Ensure all owned calls logged are reviewed daily
• Resolve issues with PCs, printers, mobile phones and in-house software
• Build desktop and mobile hardware to agreed standard and ensure smooth handover to the customer
• Work to departmental SLA’s
• Maintain regular lines of communication with customers and suppliers on all outstanding issues
• Demonstrate a high level of teamwork to achieve results on 1st time fix
• Look for proactive resolutions on common issues and faults
• Offer help and support for all customers. Take time to ensure all customers’ needs are met and strive to exceed customers’ expectation levels through great service
• Comply with all systems, procedures and processes, so company and customer information is accurate
• Carry out other tasks and duties when required
• Deliver support services effectively and efficiently

Skills, Knowledge & Expertise

• Good knowledge of Desktop operating systems, hardware, mobile phone technology, as well as successfully meeting service level agreements
• A very focused minded individual, able to tackle a problem from different angles and make decisions quickly
• Strong communication - good written and oral communication skills
• Excellent interpersonal skills
• Ability to present ideas in business-friendly and user-friendly language
• Keen attention to detail
• Investigative, assessing, and problem-solving abilities
• Ability to effectively priorities and execute tasks in a high-pressure environment
• Exceptional customer service
• Experience working in a team-oriented, collaborative Environment but also able to work independently

Job Benefits

We offer a competitive salary based on experience along with a full benefits package.

Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law.

We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

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