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We have an excellent opportunity for a 1st Line Service Desk Analyst to join this multi-award-winning cloud and managed services provider based in Milton Keynes.
About the company Our client serves organisations on a global scale and is renowned for designing and delivering game-changing technology solutions to some of the world’s leading businesses. They have been optimising technology within fast-moving industry sectors for over 15 years.
Having officially certified as a Great Place To Work, they offer an attractive salary and benefits package, along with an unrivalled training and qualification programme and career path. They continue to grow and invest in their technical services team, encouraging them to advance their technical certifications. Each specialist has or is close to achieving the highest qualifications in their field.
About the role As a 1st line Service Desk Analyst, you will be responsible for:
Triage and action appropriate requests for service, following ITIL agreed processes and procedures
Prompt allocation of incidents to the appropriate resolver groups within agreed SLA timeframes
Identification and classification within ITSM for all incident and request types
Accurate and efficient tracking of incidents until resolution, working and collaborating with all resolver groups
Acknowledgement and ownership of incoming client and personnel queries remotely via email and phone, or internally at the office
Prioritising tickets and escalating priority issues to relevant stakeholders within agreed SLA timeframes
Coordination of major incident bridge calls between relevant stakeholders and undertaking relevant actionable ITSM updates
Maintaining coherence to SLA with all relevant resolver groups via all ITSM dashboards
Identification of service interruptions through proactive event monitoring—performing initial triage checks and informing relevant technical resources
Creation of training manuals and FAQ materials for easy-access end-user guidance
Documenting processes and procedures while maintaining service desk knowledge management
Engagement and collaboration with internal departments to ensure that customer needs are met and best-in-class service is maintained
Keeping informed of advancements in company's IT technologies and additional roadmaps
About you To be successful in the role of 1st line Service Desk Analyst, you will have:
At least one or two years’ experience in an IT performance analysis and end-user support role
In-depth and current knowledge of computer programs and hardware
Good proficiency in customer relationship management (CRM) and task management software
Strong customer service and soft skills
Exceptional analytical and problem-solving skills
Advanced collaboration, communication, and interpersonal skills
Excellent organizational and time management skills
About the rewards The hours of work operate on a rotational pattern of early and late shifts, Monday to Friday. Early shift: 8am-4pm; Late shift: 2pm-10pm.
The salary ranges from £25,000 to £30,000 per annum depending on experience, plus a competitive bonus and company benefits, including:
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