Service Desk Associate

LA International; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading IT service provider based in Crawley is seeking a Service Desk Associate for an initial 6-month contract. The role involves responding to user inquiries and troubleshooting IT issues while providing excellent customer service in a 24/7 shift environment. Ideal candidates will possess strong communication skills and technical proficiency. This is an excellent opportunity for anyone looking to advance their career in a supportive and dynamic company.

Responsibilities

• Respond to user inquiries via phone, email, chat, or ticketing systems.
• Act as the initial point of contact for IT issues, logging and tracking incidents.
• Diagnose and resolve common IT problems, escalating complex issues to higher levels.
• Possess a solid understanding of IT infrastructure.
• Be proficient in using IT service management (ITSM) tools and ticketing systems.
• Accurately document all incidents, solutions, and actions taken.
• Identify trends and patterns in user issues to proactively address potential problems.
• Contribute to the development and maintenance of knowledge base articles.

Skills

Good communication skills both verbal and written

Technical proficiency L1.5

Positive attitude towards work

Multitasking skills

Effective listening skills

Problem solving and analytical skills

Job description

Service Desk Associate

6 Month contract initially

Based: Onsite in Crawley

Rate: £150 - £170 p/d (via Umbrella company)

We have a great opportunity with a world leading organisation where you will be provided with all of the support and development to succeed. A progressive organisation where you can really make a difference. We have a great opportunity for a Service Desk Associate to join the team.

Key Responsibilities

• Respond to user inquiries via phone, email, chat, or ticketing systems.
• Act as the initial point of contact for IT issues, logging and tracking incidents.
• Diagnose and resolve common IT problems, escalating complex issues to higher levels.
• Possess a solid understanding of IT infrastructure.
• Be proficient in using IT service management (ITSM) tools and ticketing systems.
• Accurately document all incidents, solutions, and actions taken.
• Identify trends and patterns in user issues to proactively address potential problems.
• Contribute to the development and maintenance of knowledge base articles.

Key Skills & Experience

• Good communication skills both verbal and written.
• Technical proficiency L1.5.
• Positive attitude towards work.
• Multitasking skills.
• Effective listening skills.
• Problem solving and analytical skills.

Desirable Skills / Knowledge / Experience

• Familiarity with CRM tools.
• Ability to improvise: being able to think on your feet and adapt to unexpected situations is important.

Shift requirements:

• 24×7 shift (any 8 hours).
• Candidates should be willing to work in a 24×7 environment with rotational shifts and rotational day offs.

This is an excellent opportunity on a great project of work. If you are looking for your next exciting opportunity, apply now for your CV to reach me directly, we will respond as soon as possible.

Equity, Diversity, and Inclusion

LA International welcomes applications from all sections of the community and from people with diverse experience and backgrounds.