Service Desk Analyst

JR United Kingdom; Oxford; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a leading company as a Service Desk Analyst, where your customer service skills and IT knowledge will help enhance daily operations. In this role, you'll be the first point of contact for IT support, managing incidents and ensuring a smooth experience for users in a collaborative environment. If you have a passion for technology and a willingness to assist others, apply now to make a significant impact in Oxford.

Qualifications

• Excellent written and verbal communication skills.
• Solid understanding of IT troubleshooting.
• Experience with ticketing systems is beneficial.

Responsibilities

• Be the friendly 'front-of-house' for IT support.
• Accurately log and track incidents.
• Contribute to problem management and build the knowledge base.

Skills

Customer service orientation

Communication skills

IT troubleshooting

Organizational skills

Attention to detail

Tools

Ticketing systems

Job description

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Join Our Frontline IT Support Team as a Service Desk Analyst! ?
Are you a customer-focused individual with a passion for technology and problem-solving? Do you thrive in a fast-paced environment where you can make a real difference to people's day-to-day work?
We're looking for a dedicated and enthusiastic Service Desk Analyst to be the welcoming face and first point of contact for our IT Support Team. You'll be instrumental in ensuring our employees receive timely and effective assistance with their IT needs.
In this crucial role, you will:Be the friendly "front-of-house" for IT Support: Greeting employees, understanding their IT issues, and providing a positive initial experience.Master Incident Management: Accurately logging and tracking incidents, providing first-line solutions (like password resets), escalating complex issues, and keeping users informed of progress.Efficiently Handle Service Requests: Processing requests for hardware, software, and access permissions with speed and accuracy.Contribute to Problem Management: Identifying recurring issues, assisting with root cause analysis, and helping to prevent future problems.Build and Maintain our Knowledge Base: Documenting solutions and creating helpful resources for both users and the IT team.Excel in User Communication: Providing timely updates, clear instructions, and maintaining a professional and empathetic approach.Support Monitoring and Reporting: Tracking service desk performance, generating reports, and ensuring SLAs are met.Assist with IT Projects: Providing support for testing, user training, and the rollout of new systems.Facilitate User Training and Onboarding: Guiding employees on new technologies and assisting with the IT setup for new starters.Manage Service Desk Tools: Ensuring our ticketing system is used effectively, utilizing remote support tools, and contributing to our CMDB administration.Support Procurement: Assisting with raising and uploading Purchase Orders and Quotes.
What you'll bring:A strong customer service orientation and excellent communication skills (both written and verbal).A proactive and can-do attitude with a genuine desire to help others.Solid understanding of basic IT troubleshooting (e.g., operating systems, applications, hardware).Excellent organizational skills and attention to detail.The ability to work independently and as part of a collaborative team.Experience with ticketing systems is beneficial.
Working Hours: Monday to Friday, 09:00 - 17:00.Location: Oxford.
Ready to be the vital link between our employees and the IT Support Team?Apply now to join Nimbus and make a significant impact on our daily operations!
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