Job Description
IT Technical Support Analyst
Permanent
Remote - Once a week travel to Luton and Occasional travel to London.
The Role
We are looking for an IT Technical Support Analyst to work within the Service Desk Team, carrying out 1st line support role to cover general queries from our global customer base of up to 3,000 users.
Key Responsibilities:
* Assume operational responsibilities for resolving administrative queries from internal Customers.
* Manage the end-to-end lifecycle of received requests, ensuring that requests progress and are resolved in an appropriate manner.
* Liaise on a day-to-day basis with internal Customers, ensuring Customers are fully always informed on the progress of their query.
* Where appropriate and necessary, invoke escalation procedures to ensure that high priority issues are managed within the desired timeframe.
* Assist in the delivery of specific Service Desk projects, this will involve data entry, data analysis and general coordination of low-level activities.
About You:
* Naturally empathetic and passionate about providing great service.
* Encourages teamwork and collaboration.
* Analytical thinker, with the ability to understand multiple information streams.
* Excellent verbal and non-verbal communication skills
* Thrives in a pressured and target driven environment.
* Remains calm, consistent and positive when under pressure
* Multi-tasks with ease and a continual focus on quality
* Ability to priorities and react according to that priority.
* Delivers on promises, taking ownership and managing expectations realistically.
* Open and honest - with an ability to constructively challenge the status quo to drive improvement.
Essential Skills/Experience:
* Customer Service, contact center or Helpdesk experience.
* Working within a defined KPI structure
* Previous experience in an IT Support role
Technical understanding of the following is desirable:
* Active Directory & MS Windows environments.
* Desktop PC, Laptop & Server.
* Citrix Cloud Desktop Environment.
* Basic understanding of ITIL processes.
What Can We Offer You?
* A competitive salary package.
* 25 days annual leave plus public holidays, and your birthday off.
* Company pension.
* Blended working.
* An environment where your learning and development is supported through a range of various learning tools and courses.
Impellam is a connected group providing global workforce and specialist recruitment solutions. Our 2000 people and market leading brands work across a broad spectrum of industries and job categories throughout North America, the UK and Europe and Asia Pacific.
At Impellam we believe in the power of work.
Through the power of work, we build better businesses and help people lead more fulfilling lives.
Our strength lies not just in our brands, and their specialist vertical markets and regional knowledge, but in how we are united by one purpose, one culture, one driving force.
We call it Virtuosity. It's why we're different. It's our determination to do even more and to always be ambitious and brave for our customers and candidates.
None of this would be possible without a culture based on trust. That's why we have an ambitious vision to be the world's most trusted workforce and specialist recruitment solutions group, trusted by our people, our customers and our investors in equal measure.
We trust our Virtuosos and give them the freedom and autonomy to do the right thing, to adapt and see the possible in the impossible. We make sure people make the difference.
Together, we can deliver a world where you'll always have exceptional people doing exceptional work.
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, gender reassignment, marriage and civil partnerships, pregnancy or maternity or age.