Are you passionate about delivering exceptional customer service and solving technical issues? We are recruiting for a Service Desk Analyst to join a growing and supportive IT services team.
This is an excellent opportunity for someone with strong customer service skills, a keen interest in technology, and the ability to remain calm under pressure. You'll be the first point of contact for customers, providing technical support, managing service requests, and ensuring issues are resolved efficiently.
Key Responsibilities
* Provide first-line support via telephone and ticketing systems
* Log, prioritise, and manage customer incidents and service requests
* Diagnose and resolve issues wherever possible at first point of contact
* Escalate more complex issues to specialist teams when required
* Keep customers informed throughout the lifecycle of their ticket
* Maintain accurate records and documentation
* Liaise with third-party suppliers to ensure timely resolution of issues
* Support continuous improvement initiatives and contribute to team success
* Follow security and compliance procedures at all times
* Assist with project work as required
What We're Looking For
* Excellent communication skills, both written and verbal
* A good understanding of IT terminology and technology concepts
* Ability to explain technical information in a clear and user-friendly way
* Strong problem-solving and decision-making skills
* Positive, proactive, and team-focused attitude
* Ability to work effectively in a fast-paced environment
* Strong organisational skills and attention to detail
Working Hours
This role operates on a shift rota between:
* 8:00am – 4:30pm
* 9:30am – 6:00pm
* 11:30am – 8:00pm
You will also be required to work approximately 1 in every 6 weekends, with a day off each side of the weekend.
* 25 days annual leave plus bank holidays
* Birthday day off
* Enhanced pension scheme
* Discounted gym memberships
* Ongoing training and career development opportunities
* Supportive and collaborative working environment
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