Service Desk Analyst - Stafford Managed Services · Stafford ·

risual Limited; Stafford; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Hybrid Working

Private Medical Insurance

Employee Assistance Program

25 days holidays plus birthday off

Company Pension Scheme

Life Assurance x4

Diverse workforce

Node4 training Academy

Discounts via benefits portal

Job summary

Node4 is seeking a 1st Line Support Engineer for a 12-month fixed-term maternity cover. You will be the first touchpoint for client inquiries, logging and triaging requests, and coordinating with 2nd line teams to resolve issues efficiently.

Excellent communication and a strong ITIL mindset are essential, with a focus on delivering high-quality customer service while working in a hybrid environment.

Qualifications

• Minimum of 2–3 years 1st Line Service Desk experience.
• Experience in an ITIL ServiceDesk environment.
• Excellent documentation and customer communication abilities.
• Working knowledge of Windows 7/8/10 and Office apps (Word, Outlook, PowerPoint, Excel).
• Ability to follow policies, procedures and controls and meet strict SLAs.
• Demonstrable time management and calmness under pressure.

Responsibilities

• Serve as the entry point for all requests and tickets for clients.
• Update customers through all stages: logging, research, action plan, escalation and resolution.
• Coordinate with 2nd line teams to ensure cohesive service delivery.
• Maintain high standards of communication with clients and internal teams.
• Contribute to continual improvement of support and managed services.

Skills

Service desk experience

Communication skills

ITIL knowledge

Windows OS knowledge

Office suite proficiency

Time management

Customer service excellence

Tools

Third-party coordination

Job description

About Node4

We are a united force driven by a single ambition; to deliver faster transformation, lower cost, and truly differentiated outcomes - we do this by bringing together our AI Augmented MSP platform, hybrid sovereign cloud solutions, deep Microsoft expertise and the Node4 People

We are:

Nimble – We focus on what matters most, adapt fast and embrace change

Original – We think differently, stay curious and innovate

Driven – We are bold, bring energy and own the outcome

Engaged – We operate as one, building strong relationships

4 More –We always go further for our people, customers and partners

About the role

As a 1st line support engineer you will be the entry point for all requests and tickets, while also working closely with 2nd line teams to provide a cohesive experience for clients.

You will be required to update customers on all stages of support calls, from logging, research, action plan, escalation to resolution and if required timely elevate to 2nd line.

An excellent line of communication must be always upheld with team members and clients to ensure the highest level of customer service.

Overall, our 1st line support engineers are the focal point of our managed services team providing first class support to our customers ensuring they are leveraging the benefits of their technology investment.

12-Month Fixed Term Contract (Maternity Cover)

What will you bring?

• The drive to continually progress skills year on year




• Ability to adapt to new and unfamiliar technologies quickly.




• Excellent self-driven time management skills applied when delivering support services.




• Highly motivated to deliver quality outcomes with the ability to remain calm under pressure.




• Excellent communication skills at all levels




• Excellent personal management skills relating to conduct, timekeeping and delivery against commitments




• Excellent punctuality skills relating to customer and non‑customer engagements




• Excellent inter‑personal skills working in and contributing to small and large teams both client facing and internally




• Contribute to new ideas for support and managed services

Essential Criteria

• Must hold or be able to successfully achieve and maintain NPPV3 with SC




• Able to evidence excellent customer service skills




• Possess a passion for IT and keen to progress




• Knowledge of the ITIL ServiceDesk environment




• Excellent and demonstrable documentation ability, for both technical documents and customer communication




• Follow policies, procedures and controls




• Work to strict SLA’s and ensure case information is correct and current




• Working knowledge of Windows 10, 8 and 7 Operating Systems




• Solid understanding and ideally qualified in extensive use of Office products including Word, Outlook, PowerPoint, Excel




• Minimum of 2-3 years 1st Line Service Desk experience




• Experience in working with 3rd parties and triaging

What can we offer you?

• Hybrid Working




• Private Medical Insurance or Company Paid Health Cash Plan




• Employee Assistance Program




• 25 days holidays plus your birthday off




• Option to purchase additional holiday (up to 5 days)




• Company Pension Scheme




• Life Assurance x 4




• A diverse workforce




• Employee investment with Node4 training Academy




• Family savings and shopping discounts through the Node4 benefits portal.




• Discounted Gym Membership




• Modern facilities with open and welcoming breakout areas




• Company Social events




• Never ending supply of hot and cold drinks, biscuits, sweets, and fruit

Why join Node4?

Founded in 2004, Node4 has experienced exceptional growth and success over the years. From an office in Derby to locations nationwide and beyond. From three people to a workforce of over 900. We believe that our people are the driving force behind our success. We are a vibrant, passionate, and diverse team committed to providing exceptional service as standard.

Node4 is the place to be if you are passionate about technology and providing exceptional service while developing your career within a welcoming and evolving company.

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