Service Desk Analyst

The Access Group; United Kingdom; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A leading business management software provider in the UK is seeking a Service Desk Analyst to deliver exceptional technical support during evening shifts. The role involves troubleshooting IT issues, managing user accounts, and ensuring customer satisfaction. Ideal candidates will have practical knowledge of Microsoft 365, networking standards, and a strong customer service background. This position offers a blended office working environment with competitive salary and benefits.

Benefits

25 days holiday

Matched pension scheme

Charity day

Qualifications

• Practical knowledge of technical support tools and platforms.
• Ability to provide excellent customer service through various channels.
• Proven problem-solving skills and experience with root cause analysis.

Responsibilities

• Manage incident resolution by receiving and logging requests.
• Troubleshoot technical issues and deliver timely solutions.
• Create and maintain user accounts and manage permissions.
• Operate autonomously to uphold service delivery standards.
• Complete scheduled maintenance tasks during evening hours.

Skills

Windows patching

Microsoft 365

Intune

Networking & security standards

Customer service

Problem solving

Job description

Overview

We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.

Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.

What does Access offer you?

We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.

On top of a competitive salary, our standard 25 days holiday (which goes up the longer you’re with us), and a matched pension scheme, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have one charity day allocated to support a cause that matters to you.

About You

The role of the Service Desk Analyst is to serve as the primary point of contact for our clients, delivering exceptional technical support and guidance to resolve their IT challenges. This role is critical for our business to maintain customer satisfaction through professional and efficient problem resolution delivery. Working our 2pm to 10pm shift pattern, you will be delivering a mix of in hours and out of hours support, tackling technical problems and completing scheduled maintenance throughout the evening period.

Day-to-day responsibilities

• Manage incident resolution by receiving, logging and categorising requests received via portal/email/telephony appropriately.
• Troubleshoot and resolve technical issues delivering timely and effective solutions, or follow the defined technical escalation process, while maintaining clear communication with the client throughout.
• Fulfil user requests by creating and maintaining user accounts, managing shared drives and permissions, and updating the ITSM (IT Service Management) Support Tool with accurate information.
• Operating autonomously during the evening hours to uphold service delivery standards
• Completing scheduled maintenance tasks, system updates and patches during the evening maintenance window to minimise client disruption

Skills and Experience

• Technical Skills: Practical knowledge of windows patching, Microsoft 365, Intune, networking & security standards
• Comprehensive IT Knowledge: Solid understanding of common IT platforms, equipment, and support applications.
• Customer Service: Demonstrated ability to provide excellent customer service in person and through digital channels, ensuring a positive experience for end-users.
• Problem solving: Ability to effectively investigate incidents and perform root cause analysis where required

About Access

The Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence.

At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.

Why not join our vibrant team where you can love what you do, love how you live, and most importantly, be authentically you? Let's make a difference together.

Love Work. Love Life. Be You.