We have an excellent opportunity for a 1st Line Service Desk Analyst to join this multi-award-winning cloud and managed services provider based in Milton Keynes.
About the company
Our Client serves organisations on a global scale and is renowned for designing and delivering game-changing technology solutions to some of the world’s leading businesses and have been optimising technology within fast-moving industry sectors for over 15 years.
Having officially certified as a Great Place To Work they offer an attractive salary and benefits package, along with an unrivalled training and qualification programme and career path. They continue to grow and invest in their technical services team, encouraging them to advance their technical certifications. Each specialist has or is close to achieving the highest qualifications in their field.
About the role
As a 1st line Service Desk Analyst, you will be responsible for:
1. Triage and action appropriate requests for service, following ITIL agreed processes and procedures
2. Prompt allocation of incidents to the appropriate resolver groups within agreed SLA timeframes
3. Identification and classification within ITSM for all incident and request types
4. Accurate and efficient tracking of incidents until resolution working and collaborating with all resolver groups
5. Acknowledgement and ownership of incoming client and personnel queries remotely via email and phone, or internally at the office
6. Prioritising tickets and escalating priority issues to relevant stakeholders within agreed SLA timeframes
7. Coordination of major incident bridge calls between relevant stakeholders and undertaking relevant actionable ITSM updates
8. Maintaining coherence to (SLA) with all relevant resolver groups via all ITSM dashboards
9. Identification of service interruptions through proactive event monitoring - performing initial triage checks and informing relevant technical resource
10. Creation of training manuals and FAQ materials for easy-access end-user guidance
11. Documenting processes and procedures while maintaining service desk knowledge management
12. Engagement and collaboration with internal departments to ensure that customer needs are met and best in class is maintained
13. Keeping informed of advancements in company's IT technologies and additional roadmaps
About you
To be successful for the role of 1st line Service Desk Analyst you will be / have:
14. At least one or two-years’ experience in an IT performance analysis and end-user support role
15. In-depth and current knowledge of computer programs and hardware
16. Good proficiency in customer relationship management (CRM) and task management software
17. Strong customer service and soft skills
18. Exceptional analytical and problem-solving skills
19. Advanced collaboration, communication, and interpersonal skills
20. Excellent organizational and time management skills
About the rewards
For the role of 1st line Service Desk Analyst the hours of work operate on a rotational pattern of early shift and late shift. Both shifts run Monday-Friday. Early shift: 8am-4pm and Late Shift: 2pm-10pm.
There is on offer a salary of £25,000 -£30,000 per annum depending on experience plus competitive bonus and company benefits including:
21. 25 days holidays plus Bank Holidays
22. Discretionary Bonus Scheme
23. Company Pension
24. Private Medical
25. Technical Training
26. Career Development Plan
27. Various Salary Sacrifice schemes
28. Perkbox