Service Desk Analyst

www.findapprenticeship.service.gov.uk - Jobboard; Poole; On-site; GBP 22,000 - 29,000; Full time

Job summary

A dynamic customer-focused organization in Poole is seeking a First Line Support to be the first point of contact for users with technical issues. Responsibilities include managing queries via phone, email, and self-service, resolving issues, and maintaining documentation. Ideal candidates will have experience in a customer-facing IT support role and strong communication skills.

Qualifications

• Experience in a customer-facing IT support role.
• Proficiency in managing multiple tasks and prioritizing effectively.
• Strong documentation skills.

Responsibilities

• Act as the first point of contact for users with technical issues.
• Manage incoming queries via phone, email, and self-service portals.
• Log, track, and manage incidents ensuring timely resolution.

Skills

Customer service experience

Strong communication skills

Proficiency in Microsoft Office

ITSM tools familiarity

Proactive mindset

Attention to detail

Tools

Microsoft Word

Microsoft Excel

Microsoft Visio

Microsoft SharePoint

Job description

First Line Support
6-Month Contract
Start ASAP.
100% On-site in Poole

Your new company
You'll be joining a dynamic and customer-focused organisation that values technical excellence and continuous improvement. The team is committed to delivering high-quality IT support services and maintaining strong relationships with users across the business. This is a great opportunity to be part of a collaborative environment where your contributions will have a real impact.

Your new role
As a First Line Support, you will be the first point of contact for users experiencing technical issues. You'll manage incoming queries via phone, email, and self-service portals, resolving issues where possible and escalating when necessary. You'll use a range of tools to log, track, and manage incidents, ensuring timely resolution in line with service-level agreements. You'll also contribute to maintaining and updating standard operating procedures and knowledge databases, and support wider service delivery activities.

What you'll need to succeed
To thrive in this role, you'll need:

• Experience in a customer-facing IT support role.
• Strong communication and interpersonal skills.
• Proficiency in Microsoft Office tools (Word, Excel, Visio, SharePoint); ERP system experience is a plus.
• Ability to manage multiple tasks and prioritise effectively.
• Familiarity with ITSM tools and ticketing systems.
• A proactive mindset with a focus on continuous improvement.
• Attention to detail and strong documentation skills.
• Willingness to collaborate and support team goals.

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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