This is a permanent, hybrid role, based in our Swindon office with the requirements to be in the office 4 days a week.
As IT Service Desk Analyst, you'll be the first point of contact for colleagues across the business providing timely support, troubleshooting technical issues, and ensuring seamless delivery of IT services. You will be a natural troubleshooter with a talent for multi-tasking and prioritising workload, able to resolve desktop and application issues & requests to a high standard.
The benefits:
* Salary – up to £27,000
* Bonus scheme - on target bonus – 7.5% Pension scheme - contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
* Critical illness cover
* Income protection - 1x salary
* Death in service - 4x salary
* 27 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days.
* A range of other flexible benefits to include private medical insurance, dental insurance and much more.
Key Accountabilities:
* Ensure an exceptional level of customer service and satisfaction is always met.
* Accurate ticket logging of all IT incidents and service requests whilst managing your ticket queue, making sure calls are prioritised and closed within SLA.
* Managing calls to the agreed quality standard, including answering the call with standard greeting, correct triage of call, explaining next steps if necessary.
* Perform remote troubleshooting through diagnostic techniques and triaging calls to a high standard.
* Supporting a multitude of technologies such as, Audio Visual, desk & mobile phones, laptops, Microsoft dynamics and Office 365 as well as Inhouse applications.
* Make judgment calls on problems that should be escalated to management.
* Escalate major incidents to IT management quickly and clearly, obtaining as much detail about the incident as possible including impact.
* Contribute towards the internal Knowledgebase helping to create documentation.
* A strong commitment to continuous service improvement. Proactively identifying areas where the service desk can Improve their service offering and the customer experience.