Service Desk Analyst

Michael Page; Failsworth; On-site; GBP 28,000 - 30,000; Full time

Job summary

A leading recruitment agency is seeking a Service Desk Analyst to provide first-line technical support in a fast-paced FMCG environment in Failsworth, Manchester. The ideal candidate should possess IT support experience and strong troubleshooting abilities. The role includes resolving incidents, managing service requests, and contributing to service improvement efforts. The position offers a salary of £28,000 - £30,000 and good career prospects.

Benefits

Free on-site parking

Mon - Fri working hours

Career prospects

Qualifications

• Experience in providing IT support in an FMCG or similar environment.
• Strong troubleshooting skills for hardware, software, and network-related issues.
• Familiarity with IT service management tools and ticketing systems.

Responsibilities

• Act as the first point of call for all GIS-related incidents and service requests.
• Provide 1st and 2nd level support to users by attempting fixes.
• Document first-time-fixes in the Knowledge Base.

Skills

IT support experience

Windows operating systems knowledge

FMCG environment experience

Troubleshooting skills

Customer-focused approach

Communication skills

Education

Relevant IT certifications or equivalent experience

Tools

IT service management tools

Ticketing systems

Job description

Overview

We are seeking a Service Desk Analyst to provide first-line technical support within a fast-paced FMCG environment. This role in Failsworth, Manchester requires problem-solving skills and a focus on delivering excellent service to internal stakeholders.

Client details

The hiring company is a well-established organisation within the FMCG industry, known for its innovative approach and commitment to excellence. Operating as a medium-sized entity, they prioritise efficiency and the seamless delivery of technology services.

Responsibilities

• Act as the first point of call for all GIS-related incidents and service requests initiated by phone or the self-service module in the IT Service Management Platform.
• Provide 1st and 2nd level support to site-based or hybrid working users by attempting fixes on all supported areas of GIS. Resolve incidents and fulfil service requests within the documented service level agreement.
• Document first-time-fixes in the Knowledge Base for IT colleagues, and create FAQ and self-help fixes and documentation for our user-base in a language they will understand.
• Work towards achievement of stipulated KPI's and targeted metrics set out for the GIS Service Desk.
• In a critical event, manage and support the Critical Incident Management process.
• Manage our user-facing GIS communication process to alert or notify users about planned/unplanned service outages, IT projects or IT news.
• Play a role in the diagnostic team in our Problem Management process to investigate root causes of recurring incidents.
• Demonstrate a proactive approach to Continual Service Improvement.

Profile

• A successful Service Desk Analyst should have:
• Experience in providing IT support in an FMCG or similar environment.
• Knowledge of Windows operating systems and common business applications.
• Familiarity with IT service management tools and ticketing systems.
• Strong troubleshooting skills for hardware, software, and network-related issues.
• A customer-focused approach with strong communication skills.
• Relevant IT certifications or equivalent experience.

Job Offer

• A salary of £28,000 - £30,000 per annum (DOE).
• Free on-site parking.
• Mon - Fri working hours.
• Career prospects.