IT Service Desk Coordinator - 24/7 Shifts

Confidential; Wales; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Birthday leave

Charity leave

Vitality health cover

Holiday purchase scheme

Learning and development

DE&I society

Women’s network

Culture club

Job summary

Exponential-e is seeking a proactive Service Desk Analyst for our UK-based team. You will log and route incidents, acknowledge requests, and work with resolver groups to meet SLA targets.

You will keep customers informed and monitor systems to proactively identify issues affecting our clients. Ideal candidates have strong customer service skills, problem-solving abilities, and experience in an ITIL-based service desk.

Qualifications

• Strong customer service focus with excellent verbal and written communication skills.
• Proven problem solver with strong analytical and trend analysis skills.
• Flexible approach to work, able to perform under pressure and take ownership.
• Positive and professional attitude.
• Experience in a pressurised customer-focused Service Desk within an ITIL-based environment.

Responsibilities

• Log and accurately assign incidents and service requests to resolver groups or suppliers within SLAs.
• Acknowledge and expedite incidents and requests received via portal or email to resolver groups or suppliers within SLAs.
• Monitor open incidents and requests to ensure SLA targets and resolutions are met.
• Engage with resolver groups and suppliers for updates to ensure timely resolution.
• Keep customers updated on progress with appropriate detail and language.
• Proactively monitor systems and suppliers to identify issues affecting Exponential-e customers.
• Suggest service improvements to management based on feedback and changing needs.

Skills

Customer service

Verbal communication

Written communication

Analytical skills

Problem solving

Ownership

ITIL knowledge

Service Desk

Job description

Exponential-e is seeking a proactive Service Desk Analyst for our UK-based team. You will log and route incidents, acknowledge requests, and work with resolver groups to meet SLA targets.

You will keep customers informed and monitor systems to proactively identify issues affecting our clients. Ideal candidates have strong customer service skills, problem-solving abilities, and experience in an ITIL-based service desk.