Service Desk Analyst

GMA Consulting; Livingston; Hybrid; GBP 18,000 - 24,000; Full time

Job summary

GMA Consulting is seeking an IT Service Desk Analyst to join their UK team. This role is work-from-home with monthly meetings in Livingston, requiring the ability to travel within commutable distance.

You will provide 1st line support to external customers, log and escalate tickets, and ensure timely resolutions while maintaining service levels. A UK work visa is required, and the candidate should be motivated to build a career in IT.

Qualifications

• Ideally you should have some experience in Service desk/IT support.
• Experience in customer service.
• Drive to understand and solve problems.
• A strong interest in building a career in IT.
• The ability to work back shifts and oncall as part of your working pattern.
• YOU MUST HOLD A VALID UK WORK VISA.

Responsibilities

• Provide 1st line IT support for external customers.
• Deliver 1st fix or escalate to 2nd/3rd line as needed.
• Handle support queries via phone, email and web.
• Maintain high levels of customer service and adhere to service management principles.
• Take ownership of user problems and be proactive in resolution.
• Log calls on the call management system and escalate where appropriate.
• Identify parts and engineer skill levels for on-site visits.
• Assist remote resolution via scripting or remote access.
• Work to meeting customer SLAs.

Skills

Customer service

Problem solving

Communication

On-call

Tools

Remote Desktop

Service desk software

Job description

THIS ROLE IS WORKING FROM HOME, BUT MUST BE IN COMMUTABLE DISTANCE FOR LIVINGSTON FOR 1 X MONTHLY MEETINGS

Role involves oncall and supporting a 24x7x365 support service

Excellent career opportunities for someone who wants to build their career in IT.

The Company

Is a successful and dynamic IT Services and Consultancy organisation with a strong presence across the UK. They support customers in the commercial, public, and retail sectors across the UK.

The Role

You will be working as part of a UK service desk providing 1st line support for external customers with iT issues.

• You will provide a 1st fix, or elevate to 2nd/3rd line support as needed
• To provide initial technical support; answering support queries via phone, email and web.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• To take ownership of user problems and be proactive when dealing with user issues.
• Ability to troubleshoot level 1 incidents and if necessary log onto customer environment remotely (e.g. password reset, access to shares, desktop setup)
• Identify parts required for onsite engineer to complete job
• Identify engineer skill levels required for on-site visits
• Ability to pick up Remote Operations Alerts and via scripting resolve issue (may be no action to be taken, fix remotely, or pass to remote operations engineer)
• Understand and work to meeting customer SLAs
• Flag escalated issues to manager prior to customer escalation - To log and update all calls on the call management system.

The Successful Candidate

Ideally you should have some experience in Service desk/IT support

• Experience in customer service
• Drive to understand and solve problems
• A strong interest in building a career in IT
• The ability to work back shifts and oncall as part of your working pattern
• YOU MUST HOLD A VALID UK WORK VISA