Service Desk Analyst — Hybrid IT Support & Customer Care

Vistry Group; Cheltenham; Hybrid; GBP 28.000 - 34.000; Vollzeit

Benefits dieser Stelle

Annual bonus

Agile working

33 days leave

Private healthcare

Parental leave

Pension scheme

Life assurance

Share schemes

Rewards portal

Zusammenfassung

Vistry Group plc in Cheltenham is seeking a Service Desk Analyst to join Vistry Services. You will provide first and second line support, resolve incidents on first call where possible, and escalate more complex issues to appropriate teams.

The role supports agile working arrangements and offers a competitive package with benefits including private healthcare, generous leave, and a pension scheme.

Qualifikationen

• Previous experience in a customer service role within the IT sector.
• Experience on a Service Desk.
• Excellent written & oral communication skills, ability to influence others at all levels. Background knowledge of ITSM tool.
• Some knowledge of IT peripherals like printers, Meraki hardware and iPhones/iPads.
• Excellent customer service skills and interpersonal skills both face to face and over the phone.
• Hold a full UK driving license.

Aufgaben

• Log incidents by phone into our ticketing system.
• Ensure the ticket is correctly categorized and prioritized.
• Demonstrate excellent communication skills over telephone & email.
• Develop and maintain self-service documentation.
• Responsible for keeping the user informed on the progress of their support ticket.
• Escalate tickets where required to other teams within the department.
• Work with the team to reduce repeatable incidents.
• May require the delivery of new equipment (Laptops, Printers, iPhone/iPads & Tablets).
• Travel to regional & site-based offices when required (Transport may be provided).
• Provide 1st line support on all allocated tickets.
• Update, process and maintain documentation.

Kenntnisse

Customer service

ITSM knowledge

Service Desk experience

Communication skills

Under pressure

Driving licence

Tools

ITSM tool

Windows 11

Office 365 Admin Centre

Active Directory

Jobbeschreibung

Vistry Group plc in Cheltenham is seeking a Service Desk Analyst to join Vistry Services. You will provide first and second line support, resolve incidents on first call where possible, and escalate more complex issues to appropriate teams.

The role supports agile working arrangements and offers a competitive package with benefits including private healthcare, generous leave, and a pension scheme.