Overview:
We are seeking proactive and customer-focused Level 1 and Level 2 Service Desk Analysts to join our IT support team. The Service Desk Analysts will be responsible for providing technical support to internal employees and external clients, ensuring timely and efficient issue resolution. This is a great opportunity for individuals who are passionate about IT, problem-solving, and delivering exceptional service.
Key Responsibilities:
Level 1 Service Desk Analyst:
* Serve as the first point of contact for IT support requests via phone, email, and chat.
* Triage and log incidents and service requests in the IT Service Management (ITSM) system.
* Provide initial troubleshooting for common hardware and software issues, including password resets, printer issues, and network connectivity problems.
* Escalate complex or unresolved issues to Level 2 or other specialist teams.
* Guide users through step-by-step solutions and document solutions for future reference.
* Maintain accurate and up-to-date records of customer interactions.
* Ensure that service level agreements (SLAs) are met for all service requests.
* Monitor and respond to incoming service tickets in a timely and efficient manner.
* Assist with user onboarding, including setting up new workstations and accounts.
* Maintain knowledge of company systems, processes, and products to assist with user inquiries.
Level 2 Service Desk Analyst:
* Provide more advanced technical support for escalated incidents from Level 1 analysts.
* Diagnose and resolve more complex technical issues related to operating systems, applications, network configurations, and hardware.
* Support the configuration, installation, and troubleshooting of workstations, software, and network devices.
* Collaborate with other IT teams (e.g., network, security, and systems administration) to resolve incidents and implement improvements.
* Document resolutions to common technical issues and contribute to knowledge base updates.
* Perform root cause analysis of recurring issues and recommend proactive solutions to prevent future occurrences.
* Assist with system maintenance tasks, including updates, patches, and backups, as required.
* Train and mentor Level 1 analysts, sharing best practices and technical expertise.
* Contribute to improving IT service management processes to optimize efficiency and customer satisfaction.
Experience and Technologies:
* Microsoft Windows OS, Server OS, Office 365, Hybrid Domain
* Epicor (ERP), Solarwinds (Service Desk), Network monitoring (Nagios), SD WAN, Cisco Switches and Routers, TP Link Wireless Networks,
* Solid understanding of networking protocols, including TCP/IP, DNS, DHCP, and VPN technologies.
* Experience with remote desktop tools and IT service management software.
* Ability to work independently, manage priorities, and handle high-pressure situations.
* Strong documentation skills and attention to detail.
Additional Skills & Attributes:
* Excellent problem-solving and troubleshooting skills.
* Strong multitasking abilities with a keen attention to detail.
* Ability to work collaboratively in a fast-paced team environment.
* A customer-first attitude and excellent communication skills, both written and verbal.
* Willingness to learn and grow within the IT support field.
* Driving License
* Full rights to work in UK
Working Conditions:
* Full-time, Monday to Friday, with out-of-hour support
* Work will be primarily office-based
* May require some travel for on-site support, depending on the company's requirements.
Please note: that we are unable to offer sponsorship for this position. Candidates must already have the right to work in the UK at the time of application.
Due to the high amount of interest that we receive for each of our roles unfortunately we cannot respond to each application individually, therefore if you do not hear back you have not been shortlisted for this role.
Job Types: Full-time, Permanent
Benefits:
* Company pension
* Free parking
* On-site parking
Work Location: In person