Service Desk Analyst

Modern Networks Ltd; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading technology solutions provider in the UK is looking for a Service Desk Analyst to join their skilled team. In this role, you will handle customer inquiries, log cases, and maintain ICT infrastructure. You will benefit from great career prospects, a supportive environment, and a commitment to work-life balance. The ideal candidate will be an excellent communicator who can prioritize customer needs while collaborating effectively with others.

Benefits

25 days annual leave + bank holidays

Learning and Development programs

Commitment to diversity and inclusion

Active workplace committees

Qualifications

• Excellent phone communication skills to handle customer queries.
• Able to prioritize and triage tickets based on urgency.
• Collaborative attitude to assist colleagues when needed.

Responsibilities

• Respond to customer calls and log cases and requests.
• Install software updates and assist with technical support.
• Maintain the Configuration Management Database.

Skills

Great communication

Customer focused

Team player

Process driven

Ambitious

Job description

About Us:

Established in 2000, Modern Networks provides information and communications technology solutions and support to businesses nationwide. We take time to understand and anticipate the challenges facing our customers today. We partner with technology vendors including HP, Cisco, NetApp, Microsoft and VMW to deliver market leading technology solutions which enable organisations to increase their business efficiency, improve customer service and reduce business costs.

What you'll be doing:

Our Service Desk Analysts are part of a skilled team that work closely with our customers to ensure their ICT Infrastructure operates at the optimum capacity and with minimum disruption to service.

The majority of your time will be spent taking calls - you'll be responding to and logging new cases and Requests, ensuring our customers are regularly updated on where we're at with them.

The types of technical activities you'll be involved in are installing software updates, assisting with technical support, and participating in the maintenance of the Configuration Management Database.

The team work on a shift pattern - the earliest shift starts at 08:00, and the latest you would finish is 18:00 - there are no evenings, weekends or bank holidays.

What makes you a great fit:

• You re a great communicator you ll be the first point of contact for customers reporting incidents or requesting changes to their IT systems so we need people that aren t afraid to pick up phone (even when they re frustrated!) and can communicate simple, straightforward advice and information
• You're ambitious - we are 100% committed to creating career pathways for all our teams, whether your aspirations are to move into management, get out into the field or move into more technical roles we want to help you get there. We've got former Service Desk colleagues in our Professional Services, ISP, Cloud & Endpoint and even our Sales teams!
• You put the customer first. We need people that will call when they say they will and go the extra mile to find the right solution.
• You re process driven you ll be triaging tickets coming through according to type and priority (with the added excitement of SLA's, so we need people who can follow the plan and get it right for our customers every time.
• You re a team player got your workload under control but your colleague is struggling? We want you to take the time to help them out, just like they ll do for you when you join us.

What you ll get from us:

• Great prospects - once you ve got to grips with our systems and processes, you ll have the opportunity to progress with us. We've got an L&D programme for our ITSM teams - if you fancy a bit of training, we've got you covered!
• Knowledgeable, high-achieving, experienced and fun colleagues
• A career with room for your personal life in a work environment where everyone knows the value of a healthy work-life-balance
• Commitment to Diversity and Inclusion - we hire great people from a wide variety of backgrounds, not just because it s the right thing to do, but because it makes us stronger.
• 25 days annual leave + bank holidays
• Active workplace committees (Social / Wellness)

Sounds like you?

If you share our values and our enthusiasm for delivering a world class service, you will find a home at here at Modern. Or if you re still not convinced, drop us a line at (email address removed) we ll arrange an informal chat about the role.