Service Desk Analyst
Title: Service Desk Analyst
Salary: up to £28k-£34k + Bonus
Location: Hybrid - Manchester
About the role:
This role offers a unique opportunity for an experienced IT professional to deliver high-quality support in a dynamic IT environment. The Service Desk Analyst will be responsible for providing technical support to both remote end users and head office colleagues globally. This is a hands-on role that requires a blend of technical expertise, strong communication, and exceptional customer service skills.
The successful candidate will act as a key point of contact for IT-related queries, ensuring that incidents are resolved efficiently while also mentoring and supporting junior team members. This role encourages ownership of issues from initiation through to resolution and offers the chance to make a direct impact on the overall user experience.
Key Responsibilities:
- Serve as the routine point of contact for logging and handling requests for IT support, incidents, and service inquiries.
- Provide timely resolution of service requests, taking full ownership of issues and acting as an escalation point for more complex problems.
- Deliver outstanding customer service by thoroughly investigating technical issues and proactively seeking solutions.
- Support a Microsoft environment, including Windows 10, Office 365, Azure AD, Teams, and Intune MDM.
- Conduct investigation, diagnosis, and troubleshooting for both onsite and remote users, ensuring unresolved issues are escalated appropriately.
- Research and document solutions to technical problems in a timely manner, contributing to the IT knowledge base.
- Log and track all incidents and service requests in the Service Management Tool, managing them to completion within agreed Service Level Agreements (SLAs).
- Work within a rotating shift schedule from Monday to Friday, ensuring adequate team presence and support during core business hours.
- Assist with security incidents and high-priority ticket management.
- Provide mentorship to junior team members, fostering learning and development within the team.
The Ideal Candidate should have:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 3 years of experience in a similar IT support or service desk role.
- Demonstrable knowledge of Microsoft 365, Windows 10, and Azure AD, with a solid technical background.
- Strong communication and problem-solving skills, with a focus on customer service.
- Experience working within the ITIL framework or similar service management methodologies.
- Ability to mentor junior team members, encouraging a collaborative and high-performing team culture.
The client does not provide sponsorship so applicants must be UK citizens or not require any additional sponsorship to change roles.
Reference: 2831698549
Service Desk Analyst
Posted on Oct 2, 2024 by GBV Ltd
Title: Service Desk Analyst
Salary: up to £28k-£34k + Bonus
Location: Hybrid - Manchester
About the role:
This role offers a unique opportunity for an experienced IT professional to deliver high-quality support in a dynamic IT environment. The Service Desk Analyst will be responsible for providing technical support to both remote end users and head office colleagues globally. This is a hands-on role that requires a blend of technical expertise, strong communication, and exceptional customer service skills.
The successful candidate will act as a key point of contact for IT-related queries, ensuring that incidents are resolved efficiently while also mentoring and supporting junior team members. This role encourages ownership of issues from initiation through to resolution and offers the chance to make a direct impact on the overall user experience.
Key Responsibilities:
- Serve as the routine point of contact for logging and handling requests for IT support, incidents, and service inquiries.
- Provide timely resolution of service requests, taking full ownership of issues and acting as an escalation point for more complex problems.
- Deliver outstanding customer service by thoroughly investigating technical issues and proactively seeking solutions.
- Support a Microsoft environment, including Windows 10, Office 365, Azure AD, Teams, and Intune MDM.
- Conduct investigation, diagnosis, and troubleshooting for both onsite and remote users, ensuring unresolved issues are escalated appropriately.
- Research and document solutions to technical problems in a timely manner, contributing to the IT knowledge base.
- Log and track all incidents and service requests in the Service Management Tool, managing them to completion within agreed Service Level Agreements (SLAs).
- Work within a rotating shift schedule from Monday to Friday, ensuring adequate team presence and support during core business hours.
- Assist with security incidents and high-priority ticket management.
- Provide mentorship to junior team members, fostering learning and development within the team.
The Ideal Candidate should have:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum of 3 years of experience in a similar IT support or service desk role.
- Demonstrable knowledge of Microsoft 365, Windows 10, and Azure AD, with a solid technical background.
- Strong communication and problem-solving skills, with a focus on customer service.
- Experience working within the ITIL framework or similar service management methodologies.
- Ability to mentor junior team members, encouraging a collaborative and high-performing team culture.
The client does not provide sponsorship so applicants must be UK citizens or not require any additional sponsorship to change roles.
Reference: 2831698549
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