Service Desk Analyst

The Guinness Partnership; Oldham; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A leading housing association in Oldham is looking for a Service Desk Analyst to join their IT Support Team. This full-time role offers a hybrid work pattern with 3 days on-site and 2 days remote after initial training. The successful applicant will deliver outstanding customer service while managing IT incidents, ensuring a smooth experience for users. Ideal candidates will have a background in customer service, strong communication skills, and technical troubleshooting experience.

Qualifications

• Proven experience as a Service Desk Analyst or similar technical role.
• Excellent customer service skills.
• Proven ability to work methodically and define procedures.

Responsibilities

• Provide 1st line technical services for all IT related incidents and requests.
• Manage multiple job queues and third-party supplier calls.
• Update the ITSMF tool to restore normal service quickly.

Skills

Customer service skills

Technical troubleshooting

Prioritization skills

Communication skills

Education

GCSE level or equivalent

Tools

Microsoft Windows

Microsoft Office

Job description

About the role

We have a new opportunity for a Service Desk Analyst to join our IT Support Team in Oldham on a full time 35 hour per week on a permanent basis. We currently operate a hybrid working pattern, you\'ll work 3 days per week at Bower House, and 2 days remotely. However, please note the first 4 weeks will be office based to complete the initial training period.

The successful applicant will provide 1st line technical services across the Guinness Partnership for all IT related incidents and requests. As this is a front-line role you will offer a first-class customer experience with every interaction, resolving straightforward problems at first contact.

In this dynamic role you’ll also be required to manage multiple job queues and third-party supplier calls, ensuring specific types of incidents or requests are assigned to the appropriate individual, team, or manager. You will also be responsible for updating the ITSMF tool and provide support with the objective of restoring normal service as quickly as possible.

What we\u2019re looking for

We\u2019re a customer-focused organisation so we know that how we do things is just as important as what we do. You\u2019ll not only be a skilled Service Desk Analyst, but you\u2019ll also have great customer service skills and a willingness to ensure customers queries are fixed on the first attempt. You\u2019ll also be able to demonstrate:

• Proven experience as a Service Desk Analyst or similar technical role.
• Excellent customer service skills.
• Proven ability to work methodically, define and obtain agreed procedures.
• Excellent prioritisation skills.
• Proven ability to provide accurate and clear responses to IT.
• Excellent knowledge of the Knowledge Management process.
• Able to maintain good supplier relationships.
• Excellent oral and written communications.
• Working knowledge of Microsoft Windows operating systems and Microsoft Office applications.

Essential Qualifications

• Educated to GCSE level or equivalent.

Desirable Qualifications

• ITIL qualification or equivalent
• Microsoft accreditation or equivalent

If you\u2019re interested in finding out more about the key responsibilities of the role and/or to ensure you meet the essential criteria, please review the attached role profile.