Service Desk Analyst - 3 month FTC

Rexel; Birmingham; Hybrid; GBP 25,000 - 35,000; Part time

Job summary

A leading technology services provider is looking for two Service Desk Analysts to support the IT team in Birmingham. The role involves customer support and assisting with a transition to Microsoft 11. Candidates should have knowledge of Intune and possess strong customer service skills. This is a 3-month fixed-term contract with hybrid working conditions.

Benefits

Gainshare bonus scheme

25 days annual leave plus bank holidays

Health and wellbeing support programme

Extensive Learning and Development opportunities

Qualifications

• Knowledge / experience of Intune & Microsoft 11 is essential.
• Experience in a service desk role is advantageous.
• Strong customer service skills with a customer-first mindset.

Responsibilities

• Check the ticketing system for urgent issues.
• Triaging incoming tickets based on urgency.
• Providing support to users following troubleshooting guides.
• Collaborate on complex issues and escalate as needed.
• Review and update knowledge base articles.
• Close out resolved tickets and update statuses.

Skills

Knowledge of Intune

Customer service skills

Attention to detail

English language skills

Tools

Microsoft Office

Call logging applications

Job description

Rexel UK is looking for two Service Desk Analysts to join our team in Sheldon, Birmingham on a 3-month fixed-term contract. This is your chance to make an impact, support our IT team, and be part of a transition to Microsoft 11!

This will be a hybrid role, working 2 days per week from our head office in Eagle Court, Sheldon, Birmingham (B26), and 3 days remotely.

In this role, you will support the IT team in delivering exceptional customer service while contributing to the achievement of commercial targets and supporting the business through a transition to Microsoft 11. It is essential that the successful candidate has knowledge / experience of Intune and Microsoft 11 and is available to start immediately or on minimal notice.

This is a fantastic opportunity to join a dynamic team and contribute to the success of Rexel UK. If you are enthusiastic, adaptable, and customer-focused, we would love to hear from you!

The Benefits of a Career with Rexel:

• Gainshare bonus scheme, allowing you to be directly rewarded for growth
• 25 days annual leave plus bank holidays, and enjoy your birthday off too!
• Competitive enhanced family leave benefits
• Extensive Learning and Development opportunities from day one
• Opportunity to Buy and Sell annual leave
• Free virtual GP service, accessible 24/7
• Comprehensive health and wellbeing support programme
• Staff discount on our webshop!
• Exclusive holiday offers through our travel partner
• Free financial education and mortgage advice

A typical day as a Service Desk Analyst will include:

• Checking the ticketing system for any overnight issues that may have come in and prioritising urgent tickets that need immediate attention.
• Triaging incoming tickets, categorising them based on urgency and impact, ensuring that critical issues are flagged for quick resolution.
• Providing support to users experiencing issues, following troubleshooting guides where available to diagnose and resolve their problems.
• Collaborating with colleagues on more complex issues, discussing potential solutions and escalating the issues to other teams where required for resolution.
• Spending time following up on unresolved tickets, reaching out to users for updates on ongoing issues and ensuring that all documentation is up to date.
• Review and update knowledge base articles based on recent ticket resolutions and user feedback, ensuring that the information is accurate and helpful for both users and fellow analysts, making it easier for everyone to find solutions quickly.
• Close out resolved tickets and update the status of ongoing issues.

To be successful as a Service Desk Analyst for Rexel, you will need:

• Knowledge / experience of Intune & Microsoft 11 is essential in order to support with the transition
• Experience in a service desk role (advantageous but not essential)
• Familiarity with call logging applications
• Strong customer service skills with a customer-first mindset
• A "right first time" attitude and excellent attention to detail
• The ability to thrive in a fast-paced environment
• Exceptional English language skills (both written and spoken)
• Basic knowledge of Microsoft Office applications

Behaviours that will set you up for success:

Collaboration: Building partnerships and working with others to meet shared objectives.

Customer Focus: Building strong customer relationships and delivering customer-centric solutions.

Takes Accountability: Holding self and others accountable to meet commitments.

At Rexel, we welcome people from all backgrounds with diverse perspectives and experiences.
Our goal is to create a workplace where everyone feels respected and empowered to succeed as we understand that our success and innovation is enhanced by an inclusive and diverse workforce.