Service Desk Analyst

Job Title: Service Desk Analyst

We are seeking a Service Desk Analyst to join our team at TVS Supply Chain Solutions, dedicated to delivering excellent IT support. The role involves providing 1st level support to internal customers and colleagues regarding IT equipment and software. As the first point of contact, exceptional customer service skills and a passion for customer satisfaction are essential.

Job Responsibilities

You will be part of the Central Service Desk team in Chorley, supporting onsite, via telephone, email, and our Service Desk Platform, as well as assisting our Local Service Desk teams across UK sites. Responsibilities include hardware and software support, IT request fulfillment, onboarding and offboarding, and involvement in key IT projects supporting the 2nd Line Support and Infrastructure teams.

• Provide 1st level support to internal and external customers
• Escalate issues promptly to 2nd and 3rd line support when necessary
• Manage faults reported to third-party suppliers, maintaining communication updates
• Assist with procurement and configuration of IT equipment such as PCs and laptops
• Promote IT best practices and increase user knowledge of core IT systems
• Support IT projects as required
• Create and maintain work instructions, audit controls, and the CMDB
• Support the core ERP system schedule process
• Provide remote and onsite assistance

Qualifications and Skills

• Excellent communication skills, both written and verbal
• Strong problem-solving abilities
• Ability to work independently with good organizational skills
• Exceptional customer service orientation
• Understanding of service and network infrastructures, including telephony systems
• Experience with Office 365 administration and training
• Support experience with Windows 10 desktops
• Support for Android and Apple phones
• Experience with Microsoft Azure and SharePoint
• A full clean driving license

We offer excellent career progression opportunities and a professional environment for skill development. Our package includes a competitive salary, pension scheme, holiday buy-back, employee assistance programs, wellness support, referral schemes, cycle-to-work scheme, professional sponsorship, and training opportunities.

At TVS SCS, we support our employees to reach their potential, empowering them to take initiative and make impactful contributions. If you require adjustments during the application process, please notify us. TVS Supply Chain Solutions is an Equal Opportunities Employer and a forces-friendly employer, supporting the Armed Forces covenant.