Overview
Service Desk Analyst - Shift
Base pay range information is provided by Auxilion. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Place of work: On-site – Sheffield, UK / Duration: Permanent / Hours of work: Two shifts (08:00 – 16:30) and (14:30 – 23:00) Monday – Friday including Bank holidays.
About the Company and the Role
Auxilion a leading provider of IT outsourcing and IT managed service solutions.
Working in an IT support environment, that is central to provide smooth running, efficiencies to our customers and services. The IT Service Desk Analyst is the first point of customer contact, focusing on continuous operation of a customer estate.
You will be supported with personal development opportunities including training and exposure to new technologies.
Handling and logging calls from end users in ServiceNow
Ensuring end user Incidents and requests are handled per pre-defined SLA's for response time, updates and closure
Delivering a great customer experience
Position Responsibilities
* Logging, updating and resolving Incidents and Requests
* Prioritising and monitoring IT issues, ensuring they are resolved within agreed SLA’s
* Diagnose and resolve IT issues, collaborating and elevating to 2nd line or other resolver teams
* Creating knowledge articles and IT documentation
* Ability to use initiative or work as part of a team to resolve IT issues
* Prior experience in a Service Desk Environment
* Experience diagnosing and resolving hardware and software issues
* Experience supporting 365 environments, including Office 365, MS Teams, SharePoint, Exchange
Business Competencies
* Excellent communication skills (verbal and written)
* Good problem-solving skills
* A Professional working attitude
Job Details
* Seniority level Not Applicable
* Employment type Full-time
* Job function Information Technology
* Industries IT Services and IT Consulting
Greater Sheffield Area £20.00-£23.00
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