Service Desk Analyst

Node4 Ltd; Long Eaton; Hybrid; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

Private medical insurance

Employee assistance

25 days holidays plus birthday off

Holiday purchase option

Pension scheme

Life assurance x4

Diverse workforce

Training Academy

Employee discounts

Gym membership

Modern facilities

Social events

Drinks and snacks

Job summary

Node4 is seeking a 1st line support engineer to act as the entry point for all requests and tickets, liaising with 2nd line as needed. You will update customers through logging, research, action plans and escalation, while delivering high levels of professional communication.

Essentially, you will be the focal point of our managed services, helping clients maximise value from their technology investments and maintaining a strong customer service ethos across the team.

Qualifications

• 2–3 years 1st Line Service Desk experience.
• Experience with triaging and working with 3rd parties.
• Knowledge of ITIL ServiceDesk environment.
• Must hold or be able to achieve and maintain NPPV3 with SC.
• Excellent customer service and documentation skills.

Responsibilities

• Serve as the entry point for all requests and tickets.
• Provide updates to customers at all stages of support calls.
• Log, research, create action plans, and escalate to 2nd line when required.
• Maintain clear communication with team members and clients to ensure service quality.

Skills

Excellent communication

Time management

Interpersonal skills

Adaptability

Teamwork

Tools

Windows OS

Word

Outlook

PowerPoint

Excel

Office

Job description

As a 1st line support engineer you will be the entry point for all requests and tickets, while also working closely with 2nd line teams to provide a cohesive experience for clients. You will be required to update customers on all stages of support calls, from logging, research, action plan, escalation to resolution and if required timely escalat to 2nd line. An excellent line of communication must be always upheld with team members and clients to ensure the highest level of customer service. Overall, our 1st line support engineers are the focal point of our managed services team providing first class support to our customers ensuring they are leveraging the benefits of their technology investment.

• The drive to continually progress skills year on year.
• Ability to adapt to new and unfamiliar technologies quickly.
• Excellent self-driven time management skills applied when delivering support services.
• Highly motivated to deliver quality outcomes with the ability to remain calm under pressure.
• Excellent communication skills at all levels.
• Excellent personal management skills relating to conduct, timekeeping and delivery against commitments.
• Excellent punctuality skills relating to customer and non-customer engagements.
• Excellent inter-personal skills working in and contributing to small and large teams both client facing and internally.
• Contribute to new ideas for support and managed services.

Essential Criteria

• Must hold or be able to successfully achieve and maintain NPPV3 with SC.
• Able to evidence excellent customer service skills.
• Possess a passion for IT and keen to progress.
• Knowledge of the ITIL ServiceDesk environment.
• Excellent and demonstrable documentation ability, for both technical documents and customer communication.
• Follow policies, procedures and controls.
• Work to strict SLA's and ensure case information is correct and current.
• Working knowledge of Windows 10, 8 and 7 Operating Systems.
• Solid understanding and ideally qualified in extensive use of Office products including Word, Outlook, PowerPoint, Excel.
• Minimum of 2-3 years 1st Line Service Desk experience.
• Experience in working with 3rd parties and triaging

Why join Node4?

Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200.

About Node4

We are a united force driven by a single ambition; to deliver faster transformation, lower cost, and truly differentiated outcomes - we do this by bringing together our AI Augmented MSP platform, hybrid sovereign cloud solutions, deep Microsoft expertise and the Node4 People, Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide and beyond. From three people to a workforce of over 900. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard. Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.

Why join Node4?

, Why join Node4? Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide. From three people to a workforce of over 1200.

• Hybrid Working
• Private Medical Insurance or Company Paid Health Cash Plan
• Employee Assistance Program
• 25 days holidays plus your birthday off
• Option to purchase additional holiday (up to 5 days)
• Company Pension Scheme
• Life Assurance x 4
• A diverse workforce
• Employee investment with Node4 training Academy
• Family savings and shopping discounts through the Node4 benefits portal.
• Discounted Gym Membership
• Modern facilities with open and welcoming breakout areas
• Company Social events
• Never ending supply of hot and cold drinks, biscuits, sweets, and fruit