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Job Description: Service Desk Analyst
Ideally, you’ll have experience working in a similar Service Desk Analyst role. You will have strong computer skills and a solid knowledge of MS Office Applications.
Our Service Desk is a busy team that demands a 'can-do’ attitude to problem solving. The ability to take ownership and manage problems to successful resolution is key.
Responsibilities include:
1. Provide high-quality first-line IT support to customers.
2. Communicate professionally to build and maintain a positive view of Mears Group.
3. Qualify, investigate, and resolve IT issues and requests according to Service Levels.
4. Provide phone support.
5. Escalate issues as appropriate to ensure prompt service restoration, coordinating with relevant teams.
6. Collaborate with the ServiceNow team to optimize platform usage and user interaction.
7. Identify issue trends and create problem records as needed.
8. Work with teams to address issues and implement improvements.
9. Foster knowledge sharing and continuous improvement within the team.
10. Ensure Service Desk operations meet ITIL standards and SLAs for call resolution.
11. Use initiative and be flexible to deliver efficient results. Communicate clearly and be approachable.
Key Criteria:
* Experience in a similar Service Desk environment.
* Strong troubleshooting skills.
* Excellent communication skills, able to explain technical details simply.
* Solid knowledge of Windows Desktop OS and Microsoft applications.
* Strong analytical and problem-solving skills.
* ITIL qualifications are advantageous.
The Benefits:
* 25 days annual leave plus bank holidays.
* Pension Scheme.
* Sharesave scheme for saving and buying Mears Group PLC shares at a fixed, discounted price.
* Employee Assistance Programme.
* Annual Mears Fun Day and staff perks with discounts on various services and products.
* Volunteering Leave to support community engagement.
* Family-friendly policies, including enhanced maternity/paternity leave.
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