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Service Desk Analyst

Location: CHIPPENHAM, WILTSHIRE, UNITED KINGDOM Salary: 19,000-21,000 GBP (UK Pounds) Per annum
Sector: Technology Job Type: Permanent
Shift Type: N/A Applications: 3
Posted: about 1 month ago Reference: X3-504466

Reed Technology are delighted to be working with a leading organisation based in Chippenham who are recruiting a Service Desk Analyst to join their friendly and passionate team

Working within the IT department, the successful candidate will the first point of contact for users, resolving issues and escalating when required.


Key Responsibilities:

• Provide 1st line IT technical support, taking ownership of the customer Incident or Service Request and see it through to resolution
• Monitor support ticket queues ensuring incidents are actioned in line with SLA’s
• Maintain support tickets correctly and keep the client updated with progress
• Escalating issues where appropriate
• Delivering an excellent customer experience for users
• Handle all queries and updates professionally and efficiently
• Assist with Infrastructure tasks as and when required
• Maintain user security on all systems
• Completion of Service Requests
• Administration of Active Directory, End User Devices, Office 365 and Business Applications

We are looking for:
• Good knowledge of service management toolsets and best practice e.g. ServiceNow and ITIL
• Proven experience & understanding of IT infrastructure, desktop and business applications
• Span of technical knowledge to encompass all versions of MS Windows, Basic TCP/IP Networking, Citrix, all versions of MS Office including Office 36
• Proactive individual able to work in a fast-paced and constantly changing environment
• Excellent and demonstrable interpersonal and communication skills, both verbally and written
• Customer focussed attitude with positive approach
• Excellent telephone manner, listening and empathy skills
• Problem solving and diagnostic skills
• Team player; works with and supports the rest of the team
• Ability to follow processes, policies, procedures and guidelines to ensure consistent quality of service
• Proven track record working in a Service Desk role

Company Benefits
Competitive salary – pension – 25 days holiday (+bank holidays) with the option to buy more – flexible working share incentive plan - cycle to work scheme - employee benefits online discount platform -onsite parking, onsite canteen

Hours of work between are between 7am and 7pm but currently working 7am-5pm Mon-Fri, rotating shift pattern 07:00-15:30 / 08:30-17:00.

If you are interested in this position please apply online or for more information contact abi.collins@reed.com 

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