Service Desk Analyst - Remote (UK)

Codestone Group; Basingstoke; Remote; GBP 25,000 - 35,000; Full time

Job summary

A managed service provider is looking for a Service Desk Analyst to provide first-line technical support. This remote role requires handling customer queries via various platforms and ensuring high-quality service delivery. Candidates should have experience in a similar environment, strong communication skills, and the ability to work collaboratively. The position offers a 4 days on / 4 days off schedule.

Qualifications

• Experience working in a Service Desk environment, preferably with a Managed Service Provider.
• Hands-on experience with service desk and remote-control software.
• Ability to give instructions to a non-technical audience.

Responsibilities

• Provide first-line technical support to managed service customers.
• Handle incoming queries via phone, email, and instant messaging.
• Take ownership of user incidents and requests, ensuring timely resolutions.

Skills

Customer Service

Communication Skills

Problem-Solving

Teamwork

Attention to Detail

Education

ITIL v3 Foundation

Tools

Active Directory

MS Office

ITSM Tools

Remote Connection Tools

Job description

Overview

The Service Desk Analyst is responsible for providing first-line technical support to managed service customers. This role operates primarily within the service desk environment, handling incoming queries via phone, email, and instant messaging platforms.

Work Pattern: This is a fully remote role, following a 4 days on / 4 days off schedule, with working hours from 7:00 AM to 7:00 PM.

Qualifications and Experience

Your Experience

Your main responsibilities will include (but not be limited to):

• Provide a channel for users to request and receive standard services, via email, phone, and self-service.
• Maintain a high degree of customer service for all customer interactions and adhere to all service management principles working to the contractual SLAs.
• Take ownership of users' incidents and requests and be proactive when dealing with these.
• Perform fixes within your skill level and if unable to resolve the issue escalate to other analysts as appropriate while maintaining overall ownership of the issue until its closure.
• Follow up with other analysts/the customer for updates on open incidents/requests and regularly update the user on progress.

Incidents / Request For Service

• Recording and monitoring all faulty calls & requests for service on the Customers ITSM Tool.
• Triage and resolution of faults / requests where the customer has provided access and knowledge to resolve the issues.
• Escalation to customer internal teams, of faults that they are responsible for resolving.
• Communication with the users being supported, both via the ticket and over the phone, to record and triage the tickets.
• Communication with the customer resolver teams, to escalate and help with triage tickets.

Systems Support

• ITSM tools
• Remote connection tools
• MS Office
• Windows OS

System Administration

• Record all faults and related occurrences on the ITSM system
• Produce and update documentation of fixes for known issues
• Upkeep of IT procedures (under direction of Line Manager)

What Youll Bring

• Experience working in a Service Desk environment, preferably with a Managed Service Provider.
• Hands-on experience with service desk and remote-control software.
• Ability to give instructions to a non-technical audience.
• Experience with Active Directory, Windows OS systems, from 10 onwards and IOS & Android.
• Proactive, positive, self-starter and team player with a skill of continually improving processes.
• Ability to work in a team-based, collaborative environment.
• Track record of working in a customer-facing environment.
• Ability to digest complex data and relay it to users in a manageable, clear and concise way.
• Experience in Customer Service is essential.
• Experience of operating in high pressure and fast-moving environments.
• Excellent organisational skills.
• Service Level and Customer experience level Management experience.
• Good computer skills and the ability to use business support software and ITSM tools.
• Strong teamwork skills and attention to detail.
• ITIL v3 Foundation (minimum)
• Experience with Hornbill (Advantageous only)

Key Measures And Targets

• Timely response and resolution of Customer queries.
• Achieving target Response and Resolution SLAs.
• Positive feedback on any Customer Satisfaction Survey.

Key Behaviours

• Customer Focus: Demonstrates a high level of commitment to providing excellent customer service, ensuring a positive experience for users, and adhering to service management principles.
• Communication Skills: Proficient in communicating clearly and effectively.
• Problem-Solving and Decision-Making: Takes initiative in resolving incidents within their expertise, accurately triaging requests, and escalating issues when necessary while maintaining ownership until resolution.
• Accountability: Shows responsibility for user incidents and requests, ensuring follow-ups and updates are consistently provided, taking proactive steps to complete tasks.
• Teamwork: Works well with other analysts and customer resolver teams to escalate, communicate, and resolve user issues, fostering a cooperative environment.
• Attention to Detail: Accurately records and monitors incidents and requests
• Empathy and Patience: Exhibits understanding and patience when dealing with user concerns, especially during complex or recurring issues