We are looking for an IT Service Desk Analyst at our Salisbury office, with travel to other offices when necessary.
The Role
Technical Support
* Provide 1 st line technical support to end-users via telephone, remote access, email, or in-person.
* Diagnose and troubleshoot hardware, software, and network-related issues. Guide colleagues through step-by-step solutions in a clear and concise manner.
* Provide 2 nd line support to engineers.
* System administration, Infrastructure Support, Documentation and Assist management.
Training
* Provide ongoing application training to colleagues and have the ability to design and implement training strategies.
* Log and track incidents in the service desk ticketing system. Prioritise and allocate incidents based on urgency and impact. Ensure timely resolution of issues and adherence to service level agreements (SLAs).
Customer Service
* Deliver excellent colleague service by actively listening to users and empathising with their concerns.
* Keep end-users informed of incident progress, notifying them of impending changes or agreed outages.
* Provide user training and support for various applications and technologies.
Documentation
* Create and maintain accurate and detailed documentation of common issues and their resolutions.
* Contribute to the knowledge base and ensure it is kept updated to facilitate efficient problem resolution.
* Collaborate with 3rd line support and Service Providers to resolve complex technical issues. Escalate issues to appropriate team when necessary.
* Monitor and report on recurring issues to help identify root causes and prevent future incidents.
* Contribute to the development of proactive solutions to common problems.
The Candidate
The ideal candidate will be responsible for diagnosing and resolving hardware and software issues, servicing IT requests, ensuring IT processes and policies are adhered to and escalating more complex problems when necessary.
They will provide excellent colleague service, solve technical challenges, and contribute to a collaborative IT team.
Why Parker Bullen?
Here at Parker Bullen, we offer our employees not only a role, but a place where they can feel comfortable each and every day when they come to work, a place where they can grow in their career and a place where they will be heard. We offer a variety of benefits to our employees, which you can read more about on ourLife at Parker Bullen page.
Please contactDebbie Sansome for further details and for our benefits package.
Advertisements will make clear, in both wording and illustration, that the positions are open to all suitably qualified candidates, regardless of age, disability, gender reassignment, marriage/civil partnership, pregnancy, maternity, race, religion or belief, sex or sexual orientation and for those who are serving, who have served in the Armed Forces.
Please note, we do not advertise our vacancies on external platforms with a published salary. Please contact us directly to discuss the role and the salary expectations.
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