Service Desk Analyst

Nationwide Platforms; Lutterworth; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading powered access rental equipment provider in Lutterworth is seeking a Service Desk Analyst to join their IT team. You will provide first and second line technical support, manage user incidents, and ensure efficient communication with internal teams. Ideal candidates should have experience in IT Service Delivery and a good knowledge of ITIL frameworks. This role offers a competitive salary and various benefits including annual leave and health plans.

Benefits

Competitive salary

25 days annual leave

Health Cash Plan

Life Assurance

Pension Scheme

Discounts on high street stores

Qualifications

• 1-2 years of experience in IT Service Delivery or similar.
• Proven track record in a Service Desk environment.
• Some knowledge of ITIL or IT frameworks is a plus.

Responsibilities

• Log and manage incidents from users via ServiceNow portal.
• Provide first and second line technical support.
• Support users with hardware, software, and applications.

Skills

Experience within IT Service Delivery

Service Desk experience

Attention to detail

Ability to prioritise and work under pressure

Ability to learn new skills quickly

Job description

Overview

We are recruiting for a Service Desk Analyst to join the IT team at our Head Office in Lutterworth.

Responsibilities

• Logging and managing incidents, access management and requests from internal users via ServiceNow “self-service” portal & high priority telephone calls.
• Provide 1st/2nd line technical support - Basic troubleshooting of IT related incidents & problems.
• Supporting users with hardware, software, telephony & cloud applications.
• Responsible for ensuring all tickets raised contain a suitable amount of detail for further support from 2nd and 3rd line teams, where appropriate.
• Highlighting trends and potential significant/major incidents to the Group IT Service Manager.
• Managing escalations, including communicating to and engaging the appropriate colleagues.
• Updating knowledge base with details of common issues which users (colleagues) can search for and self-serve.
• Passing & escalating calls to 3rd line support analysts if the problem is more complex.
• Prioritising and managing several tasks concurrently.
• Ensure asset database is maintained and kept up to date.
• Providing support / mentoring to IT Apprentice and future recruitments.

Qualifications

• Experience within IT Service Delivery.
• Service Desk experience - Managing IT Tasks & setting business expectations through good communications.
• Some knowledge of ITIL or other industry-recognised IT frameworks.
• Good attention to detail in all aspects of work.
• Ability to prioritise and work under pressure.
• Ability to learn new skills quickly and thoroughly.

Benefits

In return you will receive a Competitive Salary from £27,000 DOE; 25 Days annual leave plus bank holidays, Westfield Health Cash Plan, Life Assurance, Auto Enrolment Pension Scheme & Lifestyle Benefits - Discount on selected on high street stores.

About the company

Part of the Loxam Group, Nationwide Platforms are the UK's leading specialist provider of Powered Access rental equipment, with the largest and broadest fleet, local depots spread across the country and our wealth of experience partnering with companies in a variety of sectors including Construction, Warehouse & Distribution, Aviation, Facilities Management, Industrial Services, Telecoms and Media, our customers can depend on us to provide the right solution to support their every working at height need.

Safety and Inclusion

At Nationwide Platforms, your safety is absolutely our priority. Our award winning BlueSky Solutions and Training division offer our customers access to the latest and safest ways to work and through long standing partnerships with our manufacturers, we will always provide equipment that will lead the way to a safer industry. Some of our innovations include the award-winning secondary guarding systems and Harness ON, a range of pioneering Material Handling Attachments (MHAs), and the SkySentry control and monitoring system.

At Nationwide Platforms, we are dedicated to fostering a diverse, equitable, and inclusive workplace. We recognise that a variety of perspectives, experiences, and backgrounds is crucial to our success in the Powered Access industry. Our commitment is to ensure that every employee feels respected, valued, and supported in their work environment