Service Desk Analyst

I.T. Alliance N.I. Ltd; Cubley; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading IT support service provider in the UK seeks a Service Desk Analyst to join their team. The role includes logging and resolving IT incidents and requests while ensuring excellent customer experience. Candidates should have experience in a Service Desk environment, strong problem-solving skills, and effective communication abilities. This position offers opportunities for personal development and training in new technologies.

Qualifications

• Experience in a Service Desk environment is essential.
• Ability to diagnose and resolve IT issues is crucial.
• Excellent written and verbal communication with clients required.

Responsibilities

• Log, update, and resolve incidents and requests.
• Prioritize and monitor IT issues to ensure resolution within agreed SLAs.
• Create knowledge articles and IT documentation.

Skills

Prior experience in a Service Desk Environment

Experience diagnosing and resolving hardware and software issues

Excellent communication skills

Good problem-solving skills

Organise workload effectively

Decision-making skills

Tools

ServiceNow

Office 365

MS Teams

SharePoint

Exchange

Job description

Service Desk Analyst

Permanent - on site - Sheffield - one day per week working from home

Working two shifts Monday - Friday (08.00 - 16.30) and (14.30 - 23.00) including Bank holidays.

Extended support on evening shift on rota 17.30 - 02.00 may be required as requested.

Working in an IT support environment, that is central to provide smooth running, efficiencies to our customers and services. The IT Service Desk Analyst is first point of customer contact, focusing on continuous operation of a customer estate.

You will be supported with personal development opportunities including training and exposure to new technologies.

Handling and logging calls from end users in ServiceNow

Ensuring end user Incidents and requests are handled per pre-defined SLA's for response time, updates and closure

Delivering a great customer experience

What will you be doing:

• Logging, updating and resolving Incidents and Requests
• Prioritising and monitoring IT issues, ensuring they are resolved within agreed SLA's
• Diagnose and resolve IT issues, collaborating and elevating to 2nd line or other resolver teams
• Creating knowledge articles and IT documentation
• Ability to use initiative or work as part of a team to resolve IT issues

What experience will you have:

• Prior experience in a Service Desk Environment
• Experience diagnosing and resolving hardware and software issues
• Experience supporting 365 environments, including Office 365, MS Teams, SharePoint, Exchange
• Excellent communication skills (Communication to customers verbal and written is mandatory)
• Good problem-solving skills
• Organise workload effectively.
• Decision-making skills
• A Professional working attitude

Our Company, Auxilion - About Us

Work matters. It's where we spend a third of our lives. At Auxilion we strive to be a great place to work, with career opportunities and development of people in our DNA. Our competitive advantage is how we support our clients on their journey.

Our people have a passion for their work, our culture and values. Whether your focus is technical, sales, finance or anything in-between, our roles aim to provide each person with meaningful impact and plenty of space to grow.