Service Desk Analyst / IT Support Help Desk Technician

nGeneration; Tipton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT service provider in the UK is seeking a Service Desk Analyst to join their Support Desk team. In this role, you will be the first point of contact for customers, providing friendly assistance and effectively diagnosing IT issues. The ideal candidate will possess a strong background in IT support, be comfortable with network and database structures, and ideally have experience in the hospitality or retail industries. This position offers a blend of training opportunities and work-life balance benefits.

Benefits

Training opportunities

19.6 days annual leave

Company events and team-building activities

Qualifications

• 1 year of IT Support experience is preferred.
• Understanding of hospitality and retail EPoS systems is a plus.
• Experience in a customer-facing role is ideal.

Responsibilities

• Provide friendly and effective IT support to customers.
• Log incidents and service requests accurately.
• Keep customers updated on their IT issues.

Skills

Customer service

IT troubleshooting

Network understanding

Windows desktop support

Job description

nGeneration are looking for an enthusiastic and personable Service Desk Analyst to join our Support Desk team. We pride ourselves on our service, as the first point of contact for our customers, your friendly and helpful demeanour is crucial as you diagnose and solve their IT issues or escalated them to our field service engineers, keeping the customer updated every step of the way.

Working on a 3 days on, 3 days off shift pattern with 12 working hours a day, you’ll be responsible for completing detailed and accurate records after every call and logging any incidents or service requests received on the phone, via email or through customer portals.

nGeneration are one of the UK’s leading independent IT suppliers to the Hospitality, Retail and Leisure industries, specialising in bespoke IT service solutions. Our services range from Consultancy through to Outlet Support and Maintenance for IT Solutions both at the outlet and centrally.

Where you will be working?

You will be based within our newly built, high specification open plan head office in Dudley

Our ideal candidate

You’ll have a brilliant attitude and a personable, friendly approach, taking great satisfaction in successfully resolving customer IT issues.

Well versed in IT, you will have an understanding of network and database structures alongside computer hardware and windows desktop support. Ideally you will have experience of hospitality and retail EPoS systems or have worked within the hospitality or retail previously.

Experience:

• IT Support: 1 year (preferred)
• Hospitality: 1 year (preferred)

Work Location: In person

Benefits:

We highly value our employees and understand the importance of work-life balance and job satisfaction. Therefore, we offer a comprehensive range of benefits. These include:

• Training: We believe in continuous learning and growth. That's why we provide training opportunities to enhance your skills and knowledge, empowering you to excel in your career journey with us.
• 19.6 Days Annual Leave: We understand the importance of work-life balance and offer a generous annual leave allowance of 19.6 days. Take the time you need to relax, recharge, and spend quality time with your loved ones.
• Company Events and Team Parties and Events: We believe in fostering a vibrant and collaborative work culture that celebrates our teams' achievements and builds strong bonds between colleagues. Throughout the year, we organize exciting company events, team parties, and team-building activities.