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Job Title: Service Desk Analyst – Level 1
We are seeking a Service Desk Analyst – Level 1 to join the Frontier team, based at Witham St Hughs, on a permanent, full-time basis.
This role involves providing first-level support across various applications and systems, managing user administration, and escalating issues within the team. Previous experience in a customer service environment is essential. Experience in a technical or troubleshooting environment is preferred but not required, as full training will be provided.
At Frontier, our Technology Team aims to deliver excellent experiences for both customers and colleagues. We welcome passionate and enthusiastic individuals from diverse backgrounds. Our work spans from front-end native and web applications to backend systems and hardware. We are a data-driven organization undergoing a technological transformation, offering an exciting opportunity to be part of a change journey. Join us to make a meaningful impact and develop your career at Frontier.
The Benefits
* 25 days holiday per year, with the option to purchase up to 5 additional days (subject to eligibility)
* Dedicated Learning & Development team to support your career growth
* Employee Assistance Program providing 24-hour support & advice on health and wellbeing for you and your family (up to 5 people)
* Enhanced Maternity, Paternity & Adoption leave benefits for eligible employees
* Life Assurance scheme and pension plan with employer contributions of up to 7%
* Cycle to Work Scheme, retail discounts, and free eye test vouchers
About You
* Experience in a problem-solving environment with a strong interest in technology
* Excellent verbal and written communication skills
* Professional attitude with a willingness to learn and grow
* Attention to detail and accuracy in recording information
* Proficiency in Microsoft operating systems and applications, with accurate keyboard skills
* Self-motivated and capable of working independently and as part of a team
* Full UK driving license
Your Role
As a Service Desk Analyst – Level 1, your responsibilities will include:
* Adhering to Health and Safety procedures
* Participating in shift rota covering core business hours
* Providing first-level support for systems and remote access solutions
* Responding effectively to customers via phone and support portal
* Diagnosing, prioritizing, and escalating issues as needed
* Monitoring progress to ensure timely resolution
* Logging incident details accurately before escalation
* Communicating professionally and promptly with customers, keeping them informed
* Configuring desktop environments for new users
* Managing staff administration, including onboarding, offboarding, and password requests
* Logging equipment movements and allocations in the asset register
* Willingness to travel between sites as required
* Working additional hours as necessary
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