IT Service Desk Analyst FTC

Wincanton; Chippenham; On-site; GBP 25,000 - 30,000; Full time

Job summary

A logistics and supply chain company is seeking a Service Desk Analyst for their Head Office in Chippenham. This role involves providing first-line IT support, managing incidents, and delivering excellent customer service. Candidates should possess strong communication skills and knowledge of service management tools like ServiceNow. The company offers a variety of benefits, including a pension scheme and career development opportunities.

Benefits

Company pension

Holidays

Cycle-to-work scheme

Online discounts

Onsite parking

Qualifications

• Proactive and able to work in a fast-paced environment.
• Excellent telephone manner and listening skills.
• Experience with IT infrastructure and business applications.

Responsibilities

• Provide 1st line IT support and take ownership of incidents.
• Monitor support ticket queues and ensure timely action.
• Assist with infrastructure tasks as needed.

Skills

Excellent interpersonal and communication skills

Problem-solving and diagnostic skills

Customer-focused attitude

Knowledge of service management tools

Team player supporting the team

Tools

ServiceNow

Active Directory

Windows 10+

Office 365

Job description

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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 for all users, for the resolution of incidents and the administration of IT service requests.

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

Location: Chippenham Head Office

How will you contribute?

• Provide 1st line IT technical support, taking ownership of customer Incidents or Service Requests and seeing them through to resolution.
• Monitor support ticket queues, ensuring incidents are actioned in line with SLA’s.
• Maintain support tickets correctly and keep the client updated with progress daily.
• Support Head Office staff in Chippenham, Smart Meeting rooms, and Hot Desks.
• Configure Mobile Devices and Tablets for Operational Services via SOTI mobi-control.
• Perform Laptop rebuilds if required.
• Ensure Incidents or Service Requests that cannot be resolved are escalated appropriately.
• Create a positive impression of the Service Desk by building rapport with customers, focusing on business needs, and delivering excellent customer service.
• Handle all queries professionally and efficiently, maintaining high customer service standards.
• Assist with Infrastructure tasks as needed.
• Occasionally attend tech bar initiatives at various locations to assist users with IT issues.
• Maintain user security on all systems.
• Complete Service Requests and administer Active Directory, End User Devices (Windows 10+), Office 365, and Business Applications.

What will you bring?

• Proactive, able to work in a fast-paced, changing environment.
• Excellent interpersonal and communication skills, both verbal and written.
• Customer-focused attitude with a positive approach.
• Excellent telephone manner, listening, and empathy skills.
• Problem-solving and diagnostic skills.
• Team player supporting the team.
• Good knowledge of service management tools and best practices, including ServiceNow and ITIL.
• Experience and understanding of IT infrastructure, desktop, and business applications.

What do we offer?

Our Culture & Benefits

In addition to generous pay, we value our people and offer a friendly, safety-first environment, along with benefits like a company pension, holidays, cycle-to-work scheme, online discounts, onsite parking, and more.

We provide opportunities for career development, training, and multi-skilling in a dynamic environment.

Join us and embody our values: Thoughtful, Aiming High, and Prepared.

Our Commitment

We are committed to equality and inclusion, supporting all colleagues to feel valued and supported, being their authentic selves at work. We are proud of our diverse team and encourage your application.

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