IT Service Desk / Support Analyst
Eurocentral
Do you have experience of 1st/2nd Line IT Support? Are you passionate about providing great customer service? If 'YES' then we want to hear from you!
The position involves:
1. Being part of a distributed Service Desk team, resolving reported incidents and fulfilling service requests on behalf of users based at multiple sites across the UK.
2. Triaging, supporting and troubleshooting a variety of IT services and systems including typical IT windows-based software as well as line-of-business applications across Warehouse Management, Transport Management and Back Office.
3. Supporting and deploying a range of IT hardware assets including PCs, Laptops, Mobile Devices, Warehouse Devices, Printers and all associated peripherals.
4. Supporting business changes such as new site openings, closures and office moves.
5. Effectively communicating with users of all levels of seniority and IT proficiency by telephone, email and through our ITSM tool.
6. Ensuring that all tickets are logged, triaged, prioritised based on impact and dealt with in line with agreed SLAs.
7. Applying a customer-focused approach; taking ownership of tickets, keeping users informed of progress, understanding the business impact, seeking feedback and always striving to improve.
8. Taking part in skills sharing and having a willingness ...