Job description
Job Title: Service Desk Analyst
Reporting to: IT Operations Manager
Objective: To deliver the highest standards of customer service to users and contribute to the achievement of Service Level Agreements whilst dealing with a broad range of first line services.
What we are looking for:
- A fast starter with a genuine enthusiasm towards a career in IT. The Service Desk teams are viewed as key members of the support and development of company systems, and so provides members with a fantastic platform for being considered for a variety of future IT roles.
The role entails:
- Providing first level user and application support using experience, fault diagnosis, and appropriate knowledge articles to provide the necessary advice and guidance to provide solutions.
- Taking calls, logging tickets on the service desk, resolving requests requests where possible, or escalating for further investigation if required, all
- Supporting the use of company wide applications such as Microsoft 365 Apps for business, RDB Pronet and other products from the Access Group.
- Setting up user accounts in Active Directory and configuring Outlook.
- Client device configuration and image deployment
- Assisting in office moves.
- Making sure knowledge articles are kept up to date.
Role requirements:
- A genuine interest for a career within IT.
- 2 years continuous experience of providing first line technical support.
- An excellent working knowledge of Microsoft Office products with a capability to provide user support for Windows 10, Microsoft 365 Apps for business, user account management in Active Directory and Microsoft 365 user administration.
- Excellent communication skills with the ability to communicate clearly and effectively interact with others at all levels via face to face, on the telephone, and written means.
- Able to elicit and disseminate complex technical information from end users.
- Logical approach to problem solving, with a drive to find a solution without sacrificing on quality.
- Positive attitude and confident of own technical skills.
- Ability to work independently, take action where appropriate and anticipate opportunities.
- Pro-active approach to contributing to service improvement initiatives.
- Dealing effectively with call escalations, in an efficient and professional manner.
- Excellent time management skills and the ability to prioritise.
- A full driving licence with own vehicle
Desirable knowledge and skills are:
- Degree educated in a logical based subject.
- Current Microsoft accreditations.
- ITIL Foundation qualified.
- Basic networking and infrastructure skills.
- Experience of using Service Desk applications or similar data capture systems.
- An understanding of ITIL and Service Desk best practice, and experience working in an ITIL environment.
Who are we:
We are an inclusive group of more than 1,000 employees from UK’s largest provider of services to the education sector. Together, we keep our clients and their pupils inspired and ahead through digital, future-ready sites, solutions, and services. A private equity backed business passionate about innovation in everything we do, and proud of what our people achieve, empowering and respecting every one of them.
What we offer:
- Base Salary: GBP20,000 - GBP24,000
- Holidays: 25 days hols + bank hols, increasing to 28 with service
- Contributory pension
Plus:
- Life assurance (4x salary)
- Free mobile phone insurance, coffee, and cinema tickets through our reward portal
- Further discounts and offers on gym memberships and at major retailers.
- Additional incentives and rewards based on exemplary performance, service loyalty and recognition.
- Access to an employee assistance programme (advice and support on health, finance, and other personal issues).