Service Desk Analyst / IT Support Help Desk Technician

nGeneration Limited; Tipton; On-site; GBP 20,000 - 30,000; Full time

Job summary

Join nGeneration Limited as a Service Desk Analyst and be the first point of contact for customers seeking IT support. Based in a vibrant office in Dudley, you'll tackle IT issues and collaborate with a dynamic team, benefiting from extensive training and a supportive work culture.

Benefits

Training opportunities

19.6 days of annual leave

Company events and team-building activities

Qualifications

• Understanding of network and database structures.
• Experience in hospitality and retail is preferred.

Responsibilities

• Diagnosing and resolving IT issues for customers.
• Logging incidents and service requests via phone, email, or customer portals.
• Maintaining detailed records after each call.

Skills

Customer Service

IT Support

Network Understanding

Database Structures

Windows Desktop Support

EPoS Systems

Job description

nGeneration is seeking 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 demeanor is crucial as you diagnose and resolve their IT issues or escalate them to our field service engineers, keeping the customer updated throughout.

Working on a 3 days on, 3 days off shift pattern with 12-hour shifts, you will be responsible for completing detailed and accurate records after each call and logging incidents or service requests received via phone, email, or customer portals.

nGeneration is one of the UK’s leading independent IT suppliers to the Hospitality, Retail, and Leisure industries, specializing in bespoke IT service solutions. Our services range from consultancy to outlet support and maintenance for IT solutions both at the outlet and centrally.

Where will you be working?

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

Requirements

Our ideal candidate

You’ll have a positive attitude and a personable, friendly approach, taking satisfaction in resolving customer IT issues successfully. Well-versed in IT, you should understand network and database structures, alongside computer hardware and Windows desktop support. Experience with hospitality and retail EPoS systems, or previous work within these sectors, is preferred.

Experience

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

Work location: In person

Benefits

We highly value our employees and offer a comprehensive range of benefits, including:

• Training opportunities to enhance your skills and knowledge.
• 19.6 days of annual leave to support work-life balance.
• Company events, team parties, and team-building activities to foster a vibrant work culture.