Service Desk Analyst

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

Job summary

A reputable recruitment agency is seeking a Service Desk Analyst in Manchester to provide first-line IT support in a fast-paced FMCG environment. The ideal candidate will have experience with Windows systems and strong troubleshooting skills. The role offers a salary ranging from £28,000 to £30,000 per annum, along with on-site parking and 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.
• Knowledge of Windows operating systems and common business applications.
• Strong troubleshooting skills for hardware, software, and network-related issues.

Responsibilities

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

Skills

Experience in providing IT support in an FMCG or similar environment

Knowledge of Windows operating systems and common business applications

Strong troubleshooting skills for hardware, software, and network-related issues

A customer-focused approach with strong communication skills

Education

Relevant IT certifications or equivalent experience

Tools

Familiarity with IT service management tools and 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.

Description

• Act as the first point of call for all GIS-related incidents and service requests initiated by phone or self-service module in our 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.

Qualifications

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

Call to Action

If you are passionate about technology and are ready to make an impact as a Service Desk Analyst, we encourage you to apply today!