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For over 25 years, the Codestone Group has consistently pioneered modern ERP, EPM, BI & Analytics, and cloud IT solutions. Today, it is equity backed by FPE Capital and is recognised as the #1 SAP ERP partner in the UK and EMEA North as well as Platinum CCH Tagetik partner and Gold Microsoft partner.
Codestone is also amongst the Top 50 UK Managed Services Providers, offering 700+ and growing customers 24x7x365 technical, solution, cloud hosting and security services.
Why Join Us?
We’ve got big ambitions for you and the future of our organisation. These are embodied in our Inspire – Transform – Achieve mantra that drives every conversation we have and every decision we make. We want our team members to fully embrace this mantra and work hard while having fun. We value every member of our team, their diversity, and the contribution that they make. When we say you’re welcome at Codestone, we really mean it. #lovewhatyoudo
About the role
Codestone has an exciting opportunity for an experienced Service Desk Analyst to join our team, working on customer site. The Service Desk Analyst will primarily handle queries via phone, email & instant message from our managed support customers. The role operates within Codestone's Customer Support Team, responsible for supporting the user base of our clients.
Working hours: 8-hour shifts (plus 1-hour unpaid lunch) between 7am and 5:30pm, Monday to Friday.
Location: Hybrid role based in Watford at the customer office (4 days/week) and 1 day/week remote working.
Your Responsibilities include:
* Providing a channel for users to request and receive services via email, phone, self-service, and in person.
* Maintaining high customer service standards and adhering to service management principles within SLA targets.
* Owning user incidents and requests, and proactively managing them.
* Performing fixes within your skill level, escalating as needed, and maintaining ownership until resolution.
* Following up with analysts and customers for updates, and updating users on progress.
* Recording and monitoring all faults and requests in the ITSM tool.
* Triage and resolve faults/requests with provided access and knowledge, escalating as necessary.
* Communicating effectively with users and resolver teams to manage tickets.
* Supporting system administration tasks, documenting fixes, and maintaining IT procedures.
Key Performance Metrics:
* Timely response and resolution of customer queries.
* Meeting Response and Resolution SLAs.
* Positive customer satisfaction feedback.
Required Skills and Experience:
* Experience in a Service Desk environment, preferably with an MSP, with hands-on use of Service Desk and remote-control software.
* Strong technical background with ability to instruct non-technical users.
* Proactive, positive attitude, quick learner, team player.
* Experience with Active Directory, Windows OS (from 10), iOS & Android.
* Customer service experience, ability to work under pressure.
* Excellent organizational skills, ITIL v3 Foundation or higher, experience with Hornbill.
Benefits include:
* 25 days holiday + Bank Holidays, increasing after 2 years.
* Contributory pension, volunteering days, training opportunities, casual dress, cycle & EV schemes, bonus schemes, charity events, life assurance, employee assistance, virtual GP, extended parental leave, and more.
Additional Information:
Seniority level
* Associate
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
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