Job type
PermanentLocation
WiltshireWorking Pattern
Flexible Working,Full-timeSpecialism
InfrastructureIndustry
Technology & Internet ServicesPay
£25,000 doe
Service desk analyst | Wiltshire | £25,000 doe
Key Accountabilities:
As part of our team, you will be responsible for the following:
As part of our team, you will be responsible for the following:
- First-Line IT Support:
- Take ownership of customer incidents or service requests and see them through to resolution.
- Monitor support ticket queues, ensuring timely action in line with service level agreements (SLAs).
- Maintain accurate support tickets and provide daily progress updates to clients.
- Escalation and Client Rapport:
- Escalate incidents or service requests that cannot be resolved by the Service Desk.
- Create a positive impression by building rapport with customers, focusing on their business needs, and delivering exceptional service.
- Handle queries and updates professionally, maintaining a high level of customer satisfaction.
- Infrastructure Assistance:
- Assist with infrastructure tasks as needed.
- Ensure user security across all systems.
- Complete service requests promptly.
- Administration and Technical Expertise:
- Manage Active Directory, end-user devices, Office 365, and business applications.
- Demonstrate expertise in IT infrastructure, desktop systems, and business applications.
- Span technical knowledge across various versions of MS Windows, basic TCP/IP networking, Citrix, and all MS Office versions, including Office 365.
Skills & Experience:
The successful candidate will exhibit the following qualities:
The successful candidate will exhibit the following qualities:
- Proactivity and Adaptability:
- Thrive in a fast-paced, ever-changing environment.
- Effective Communication:
- Excellent interpersonal and communication skills, both verbal and written.
- Customer-focused attitude with a positive approach.
- Polished telephone manner, active listening, and empathy skills.
- Problem-Solving Abilities:
- Strong diagnostic skills and a proactive approach to resolving issues.
- Collaborative team player who supports colleagues.
- Technical Proficiency:
- Familiarity with service management toolsets (e.g., ServiceNow) and best practices (ITIL).
- Proven experience in IT infrastructure, desktop systems, and business applications.
- Quality and Consistency:
- Ability to follow processes, policies, procedures, and guidelines to maintain consistent service quality.
- Track Record:
- Demonstrated success working in a Service Desk role.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.