Service Desk Analyst

Pyramid8; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

A technology-based solutions provider in the UK is seeking a Service Desk Analyst to assist in their growth phase. Responsibilities include troubleshooting hardware and software issues, handling help-desk tickets, and providing exceptional customer support. Ideal candidates will possess experience in 2nd line support and have strong communication skills. This role offers excellent potential for career progression within a supportive and energetic team.

Qualifications

• Previous experience on a Help Desk or Service Desk providing 2nd line support.
• Experience in desktop imaging and PC builds.
• Ability to investigate application logs.

Responsibilities

• Fault finding and problem solving.
• Answering calls and emails from customers.
• Resolving help-desk tickets.
• Investigating incidents according to SLAs.
• Supporting bespoke software applications.

Skills

Troubleshooting hardware issues

Troubleshooting software issues

Excellent communication skills

Attention to detail

Ability to work independently

Tools

Event Viewer

Command Line

Firewall and network troubleshooting

Job description

My client is a successful and well-established business supplying a unique technology-based product/solution to the public and private sectors. They now require a Service Desk Analyst to join the team and support the next phase of growth for the company.

Their 2nd Line Support Analyst role in the Castleford area is a superb opportunity for someone who is passionate about further improving their IT and Software knowledge and is keen to continue to increase their hardware, software and troubleshooting knowledge.

This is an opportunity for development that is not to be missed. Day to day duties will involve investigating and troubleshooting both software and hardware faults, taking ownership of incidents, driving them through to resolution and maintaining a strong knowledge base

As a Service Desk Analyst, you ll be responsible for:

• Fault finding and problem solving.
• Answering telephone calls and replying to emails from customers.
• Resolving help-desk tickets.
• Investigating and responding to incidents in accordance with SLAs.
• Supporting bespoke software applications.
• Triaging Hardware issues
• Arranging engineer visits to customer sites.
• Liaising with engineers on site to complete troubleshooting and testing.

Required Skills:

• Previous experience working on a Help Desk or Service Desk providing 2nd line support.
• Desktop imaging and PC builds.
• Experience troubleshooting hardware and software issues. These include but are not limited to using the following,
  • Event Viewer
  • Investigating application logs
  • Command Line
  • Firewall and network troubleshooting
• Excellent communication skills.
• Good attention to detail.
• Ability to work on own initiative and as part of a team.

Would you like to kick start your career in a supportive, energetic and successful company? Do you enjoy working as part of an enthusiastic, passionate, and collaborative team? The company is growing, and this role offers excellent potential for career progression into a range of technical or specialist positions.