Job Description
The IT Service Desk Analyst is responsible for providing excellent first level IT support to all customers within Rexel UK. The key focus of the role is to resolve customer issues at the first point of contact in the most efficient and effective manner possible.
A typical day as a Service Desk Analyst will include:
* Checking the ticketing system for any overnight issues that may have come in and prioritising urgent tickets that need immediate attention.
* Triaging incoming tickets, categorising them based on urgency and impact, ensuring that critical issues are flagged for quick resolution.
* Providing support to users experiencing issues, following troubleshooting guides where available to diagnose and resolve their problems.
* Collaborating with colleagues on more complex issues, discussing potential solutions and escalating the issues to other teams where required for resolution.
* Spending time following up on unresolved tickets, reaching out to users for updates on ongoing issues and ensuring that all documentation is up to date.
* Review and update knowledge base articles based on recent ticket resolutions and user feedback, ensuring that the information is accurate and helpful for both users and fellow analysts, making it easier for everyone to find solutions quickly.
* Close out resolved tickets and update the status of ongoing issues.
Qualifications
At Rexel, we prioritise hiring individuals based on behaviours and potential, rather than requiring specific formal qualifications for roles, the behaviours that will set you up for success as an Service Desk Analyst colleague include:
COLLABORATION: Building partnerships and working collaboratively with others to achieve shared objectives
TAKES ACCOUNTABILITY: Taking action, overcoming obstacles, and meeting commitments
CUSTOMER FOCUS: building strong customer relationships and delivering customer-centric solutions
What we are looking for:
* Knowledge / experience of Intune & Windows 11 is essential in order to support with the transition
* Experience in a service desk role (advantageous but not essential)
* Familiarity with call logging applications
* Strong customer service skills with a customer-first mindset
* A "right first time" attitude and excellent attention to detail
* The ability to thrive in a fast-paced environment
* Exceptional English language skills (both written and spoken)
* Basic knowledge of Microsoft Office applications
Additional Information
At Rexel UK, we actively seek talent with different experiences, background and perspectives because we know that diversity drives fresh ideas and great results.
Working together as one team, we’re building a high-performance culture that not only drives success but also creates real value for our customers and communities.
Creating an environment where individuality is celebrated and creativity flourishes, we're making sure everyone feels supported and confident to be their best.
At Rexel UK, we’re all about welcoming people from different backgrounds, experiences, and perspectives because we know that diversity drives fresh ideas and great results.
By coming together as one team, we’re building a high-performance culture that not only drives success but also creates real value for our customers and communities.
Creating an environment where individuality is celebrated and creativity flourishes, we're making sure everyone feels supported and confident to be their best.