Service Desk Analyst

Redcentric; Harrogate; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading technology services company is seeking a Service Desk Analyst in Harrogate. The role involves providing technical and customer support while adhering to service management protocols. Ideal candidates should have a proactive approach and a background in customer service. This full-time position offers a structured work schedule and opportunities for career progression within the organization.

Qualifications

• Experience in a customer service environment preferred.
• ITILv3/v4 qualified or experience within an ITIL environment is a plus.

Responsibilities

• First point of contact for all inbound customer calls.
• Managing customer queries and providing advice.
• Logging information into the internal ITSM tool.

Skills

Customer service experience

Knowledge of ITIL framework

Microsoft Office applications

Good keyboard skills

Education

ITILv3/v4 qualification

Baseline Personal Security Standard (BPSS) check

Job description

Join to apply for the Service Desk Analyst role at Redcentric

1 week ago Be among the first 25 applicants

Join to apply for the Service Desk Analyst role at Redcentric

Vacancy NameService Desk Analyst Vacancy NoVN495 Employment TypeFull-Time LocationHarrogate Type of VacancyPermanent Job Description

Role Details Job Title Service Desk Analyst Division Customer Services – Service Desk Job Location Harrogate Reports To Service Desk Team Leader Please note, this position is based onsite in our offices in Harrogate, North Yorkshire so only applicants within commutable distance will be considered.

Role

Our Support Teams provide a complex mix of both customer and technical support for a range of technology products and managed services, including bespoke incident management processes during critical or major events.

Working as part of a dedicated team and with a passion for providing and promoting outstanding customer service at all times, the Service Desk Analyst will be the first point of contact for all our customers requiring anything from general advice through to in-depth technical assistance from our product support specialists.

Key Responsibilities And Tasks

• First point of contact for all inbound customer calls received into the main support number(s). Providing day-to-day support to the end-user base.
• Managing customer queries and providing advice, ranging from general queries to providing first time fixes.
• Information gathering, qualification and prioritisation of new support requests ensuring allocation to the correct support team.
• Logging relevant information onto the internal ITSM tool – SMAX.
• Administration of customer account information ensuring that all relevant details are kept current and up to date.
• Provide first time fixes for support requests e.g. password resets or implementing telephony diverts.
• Arrange stock collections for faulty hardware, when replacements have been issued to customers.
• Administration of the Redcentric MyServices Portal e.g. setting up new customers, password requests etc.
• Escalation of incidents to management when necessary.
• Adherence to Redcentric Solutions Limited ISO09001 and ISO27001 certification standards:
• Compliance with Redcentric’s policies and procedures
• Handling and protection of Redcentric information
• Reporting of security events
• Implementing appropriate policies and procedures
  

Preferred Competencies

• ITILv3/v4 qualified or experience within an ITIL environment
• BPSS Security Clearance (Identity, Right to Work, Employment History & DBS Check)
  
  

Key Skills & Competencies

We would expect the successful candidate to have an attitude for learning, with a proactive approach to teamwork in a fast-paced environment. Each member of the Service Desk must also be able to pass a Baseline Personal Security Standard (BPSS) check, which checks the candidates’right to work in the UK, their identity, their criminal record, and their employment history (for the last 3 years).

Skills

The below lists several advantageous skills and experience, which are not necessary, but would benefit you within a role on our Service Desk team:

• Experience of working in a customer service environment.
• Knowledge of the ITIL framework.
• Good experience with Microsoft Office applications (Word, Excel, PowerPoint)
• Efficient and accurate keyboard skills.
  
  

Possible Progression Paths

• Technical Support Analyst (1st Line)
• Service Desk Team Leader.
• Incident Management Analyst.
• Other Redcentric internal departments.
  
  

Hours of Work

The Company’s hours of work are from 9.00am - 5.30pm, Monday to Thursday and 9.00am until 3.30pm on Friday with one hour for lunch. However, the Service Desk covers the hours between 8.00am – 5.30pm on rota, with one hour for lunch.

The shift rota currently covers the below in a shared rotation:

• Monday to Friday 8.00am – 4.30pm
• Monday to Friday 9.00am – 5.30pm or
• Monday to Thursday 9.00am – 5.30pm, Friday 11.00am – 5.30pm (approximately 1 week in 5)
  
  

Please note, this position is based onsite in our offices in Harrogate, North Yorkshire so only applicants within commutable distance will be considered.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at Redcentric by 2x

Get notified about new Service Desk Analyst jobs in Harrogate, England, United Kingdom.

Leeds, England, United Kingdom 6 days ago

Leeds, England, United Kingdom 3 weeks ago

Leeds, England, United Kingdom 1 week ago

Batley, England, United Kingdom 1 week ago

Batley, England, United Kingdom 4 days ago

West Yorkshire, England, United Kingdom 2 months ago

Leeds, England, United Kingdom 1 week ago

Leeds, England, United Kingdom 6 days ago

Leeds, England, United Kingdom 3 weeks ago

Batley, England, United Kingdom 4 days ago

Batley, England, United Kingdom 1 week ago

West Yorkshire, England, United Kingdom 3 weeks ago

Castleford, England, United Kingdom 3 months ago

Leeds, England, United Kingdom 3 weeks ago

Leeds, England, United Kingdom 1 week ago

Service Desk Lead (Lead I - Cloud Infrastructure Services)

Leeds, England, United Kingdom 2 weeks ago

Technical Support Apprentice - Customer Service Level 3

Leeds, England, United Kingdom 2 months ago

Microsoft Data Solutions Support Analyst

Service Desk Analyst (Associate II - Cloud Infrastructure Services)

Leeds, England, United Kingdom 2 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.