Service Desk Analyst - Oxford (Nightshift)

Mayflower Recruitment Ltd; Abingdon; On-site; GBP 24,000 - 30,000; Full time

Job summary

Join Mayflower Recruitment Ltd as a Service Desk Analyst, providing 1st line technical support during night shifts. You’ll troubleshoot IT issues remotely, ensuring high standards of customer service while managing service level agreements. A great opportunity for those with strong problem-solving skills and a passion for technology.

Qualifications

• Experience in troubleshooting IT problems.
• Excellent customer service skills.
• Strong problem-solving skills and attention to detail.

Responsibilities

• Provide 1st line technical support to customers.
• Ensure tickets are resolved in accordance with SLAs.
• Liaise with departments and partners to resolve tickets.

Skills

Troubleshooting

Customer Service

Problem-solving

Communication

Education

College or university course in IT

Job description

Service Desk Analyst - Oxford (Nightshift)

Mayflower Recruitment Ltd provided pay range

This range is provided by Mayflower Recruitment Ltd. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Mayflower Recruitment Ltd

This role provides 1st line technical support to our customers, troubleshooting problems remotely (by telephone, email, or remote access) or scheduling Field Engineers to provide on-site break-fix support.

The helpdesk is open 24 hours a day, 7 days per week (excluding Christmas Day). This position works a shift pattern, which will be based on a 4 on 4 off shift pattern 8pm- 8am.

Your key tasks and responsibilities will include:

• Ensuring tickets are resolved in accordance with service level agreements (SLAs)
• Always providing excellent customer service, striving to exceed client and business expectations
• Liaising with other internal departments and external partners to resolve tickets when required
• On occasion, assisting the Helpdesk Scheduling Assistant with scheduling Field Engineers for site visits when problems cannot be resolved remotely

The above is not an exhaustive list of duties and you may be expected to perform different tasks as necessary to meet the overall business objectives of the organisation.

About you

We are seeking someone with experience in troubleshooting IT problems and supporting IT hardware, which includes printers, laptops, desktops, and mobile devices. This experience can be gained through previous roles or through academic study, such as a college or university course. Additionally, excellent customer service skills are required for this position.

The role is fast-paced, and the ability to prioritize and manage multiple conflicting deadlines is essential.

Key qualities for success in this role include strong problem-solving skills and attention to detail. Regular communication with internal and external stakeholders of all levels will be required, so excellent written and verbal communication skills are important.

Previous experience in retail is desirable.

Mayflower is acting as an Employment Agency in relation to this vacancy

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Technology, Information and Media

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