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IT Service Desk Analyst


Posted on Mar 1, 2021 by CV-Library

Birmingham, West Midlands (County), United Kingdom
Immediate Start
Annual Salary

Permanent Role - Monday to Friday - 37 hours per week
We are looking for an experienced IT service desk analyst to join our successful team within an Electrical Trade Wholesaler based out of Birmingham.

Contracted to 37 hours per week
Monday to Friday
Shift times: Rota basis to cover support lines between 07:30 to 17:30
No bank holiday working required
Benefits: Pension scheme, Life assurance, 25 days holidayAs an IT service desk analyst, you will be the 1st line support for the whole company, you will ensure a smooth running of IT systems throughout the business. Working as part of the IT team, answering calls from colleagues to provide remote access support on a full spectrum of IT problems covering software, hardware, mobile devices, laptops, desktops, printers, and networks.
You will need to take ownership of calls, providing excellent customer service to colleagues and understand when to liaise with 3rd party providers to facilitate resolutions where external support is required to resolve the issue.

The Role: 

Act as the first-line single of support for all IT issues and queries for over 4000 staff in 380 locations.
Provide single point of ownership for all the business’ IT problems and support requests
Maintain the knowledge, experience, and expertise to ensure excellent customer service for all our key business systems e.g. M3, Windows, Office 365, RBI.
Capable of troubleshooting the full spectrum of IT problems covering software, hardware, mobile devices, laptops, desktops, printers, and networks.
Build relationships between internal technical groups and 3rd party service providers (Infor, BT etc.) to facilitate timely resolution of incidents for our customers.
Achieve the Service Levels agreed with the business.
Demonstrate strong team work ethics, working effectively with all other members of the IT team and third-party service providers to achieve the required levels of support to the business.
Continually review procedures and practices, recommending any changes to improve operational effectiveness to deliver ‘added value’ in terms of enhancing the end user experience.
Carry out any project work required to improve the quality of the service provided to the customer.
Own the user problem and follow up on behalf of the user and communicate progress in a timely manner.
Manage communication to the business in the event of a Severity 1 impacting incident, ensuring timely and accurate updates and that all necessary resources are activated to ensure a timely resolution.
Ensure that joiners and leavers are processed effectively.
Ensure audit controls are followed as highlighted by internal and external audit teams.
Is responsible for maintaining secure user access to all our key systems and information assets. The Person:

Customer focussed, with experience of working on a 1st line service IT desk
IT support experience on ERP (Enterprise resource planning) systems
Solid understanding of Microsoft packages & Windows environment in a retail/warehouse setting
Experience of providing support on Hardware - desktop, laptop, handheld, mobile and telephony.
A flexible approach and an ability to work under pressure
Embracing of change and new technologies
Proactive approach and a natural flair for building relationships with customers 
Apply ON-LINE today
Our client believes that this role does not meet the criteria to be considered within the Home Office Shortage Occupation list. Therefore, they will not support an application for visa sponsorship and all applicants for this role must have an unrestricted right to work in the UK

Reference: 213267307

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