IT Service Desk Analyst


Posted on Sep 23, 2021 by CV-Library

Hitchin, Hertfordshire, United Kingdom
Immediate Start
Annual Salary
About us
Modern Networks provides IT Support, connectivity, and communications in an easy to consume integrated solution to over 2,000 sites across the UK. From our support centre in Hitchin, we deliver a high quality 24/7 service to users and serve some of the largest commercial property managers in the UK.
We’ve recently had additional backing from Horizon Capital, enabling us to accelerate our growth within the commercial sector so there has never been a better time to join us!
What you’ll be doing
As a Service Desk Analyst on our Responder team, you will be responsible for providing high quality telephone customer service, helping to understand customer issues and needs, and responding to their Incidents and Requests quickly and professionally. Undertaking technical activities such as password and account changes, remote support of IT hardware and software, installing software and driver updates, as well as assisting with wireless, network and telecoms issues.
What makes you a great fit
This is probably one of your first jobs in IT, or maybe you’ve just finished your degree - we’re not expecting you to know everything, just to be confident, polite, and willing to learn, so here are some of the things we’ll be looking for at interview:
* You’re a great communicator – you’ll be the first point of contact for customers reporting incidents or requesting changes to their IT systems so we need people that aren’t afraid to pick up phone (even when they’re frustrated!) and can communicate simple, straightforward advice and information
* You put the customer first. We need people that will call when they say they will and go the extra mile to find the right solution.
* You’re process driven –– you’ll be triaging tickets coming through according to type and priority (with the added excitement of deadlines), so we need people who can follow the plan and get it right for our customers every time.
* You’re a team player – got your workload under control but your colleague is struggling? We want you to take the time to help them out, just like they’ll do for you when you join us.
* You understand basic IT terminology but are willing to learn further and deeper as new technologies emerge.
What you’ll get from us
Great prospects - once you’ve got to grips with our systems and processes, you’ll have the opportunity to progress with us. We’ve got former service desk analysts in our Tech Op’s, Dev Ops, Cloud and Endpoint teams and even our Sales teams. We love a success story – our Chief Technology Officer started with us as an internal account manager!
Knowledgeable, high-achieving, experienced and fun colleagues
A career with room for your personal life in a work environment where everyone knows the value of a healthy work-life-balance
Commitment to Diversity and Inclusion - we hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes us stronger.
Additional Benefits
25 days annual leave + bank holidays
Active workplace committees (Social / Wellness)
Dog Friendly Offices
Sounds like you?
If you share our values and our enthusiasm for delivering a world class service, you will find a home at here at Modern. Or if you’re still not convinced, drop us a line at [email protected] – we’ll arrange an informal chat about the role

Reference: 213830902

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