We are looking for a Service Desk Analyst – Level 1 to join the Frontier team, based at Witham St Hughs on a permanent, full-time basis.
You will provide first level support, covering a large number of applications and systems, user administration and escalation of issues within the team. Previous experience working in a customer service environment is essential. Previous experience working in a technical or troubleshooting environment would be preferred but is not essential as full training will be provided.
At Frontier, the Technology Team strive to deliver brilliant experiences for customers and colleagues. We want to hear from passionate, enthusiastic people from any background. We work with a variety of technologies from front-end native and web applications through to the backend systems that hold our organisation together and the hardware they run on. We are a data-driven organisation. We are transforming our technology landscape and the way we work, and this is a fantastic opportunity to join a team at the start of a change journey. Join us to make a real and valuable difference as you build your career at Frontier.
The Benefits
1. Competitive salary
2. 25 days holiday per calendar year with option to purchase 5 more days
3. Dedicated Learning & Development team to support you and your career
4. Employee Assistance Program providing 24 hours support & advice in areas such as health and wellbeing for yourself, your family & friends (up to 5 people in total)
5. Increased Maternity, Paternity & Adoption leave benefits for eligible employees
6. Life Assurance scheme and pension plan with employer contributions of up to 7%
7. Cycle to Work Scheme, employee retail discount scheme and free eye test vouchers
About You
8. Previous experience in a problem-solving environment with a high interest in technology
9. Strong customer service experience
10. Excellent verbal and written communication skills
11. Professional attitude with a willingness to learn and develop
12. Proven attention to detail and commitment to recording information accurately
13. Proficient, accurate keyboard skills with a good working knowledge of Microsoft operating systems and M applications
14. Self-motived and capable of working on own initiative as well as part of a team
15. Full UK driving license
Your Role
As a Service Desk Analyst – Level 1 your role will involve:
16. Ensuring Health and Safety procedures are adhered to at all times
17. Participating in a shift rota to cover business core hours
18. Providing first level support for all systems and remote access solutions
19. Providing an effective response to customers via the telephone and Service Desk support portal
20. Prioritising, diagnosing and resolving issues, escalating where additional support is needed
21. Monitoring progress to ensure timely and effective resolution
22. Ensuring all details of incidents are logged accurately prior to escalation
23. Communicating with customers in a professional and timely manner, ensuring they are kept informed on the progress of the issue
24. Configuring desktop environment for new customers
25. Staff administration for all supported sites and systems including new starters, leavers and password requests
26. Ensuring that all movement and allocation of equipment is correctly logged within the asset register
27. Willingness to travel to other sites as required
28. Flexibility to work additional hours as required