Service Desk Analyst Northampton, Northamptonshire, United Kingdom Be the First to Apply Job Description Overview We are looking for a Service Desk Analyst to join our team in Northampton. The Service Desk Analyst works in the operations function providing a single first point of contact to all users, for the resolution of incidents and the administration of IT service requests. The job holder will be required to accurately record a detailed description of all calls taken. The aim of the service desk is to resolve as many of these incidents as possible and to monitor, track, own and communicate the resolution of incidents by other support teams. Hours are Monday to Friday 08:00 to 16:30 or 08:30 to 17:00 The role is working at two of our sites in Northampton with occasional travel to our site in Corby How will you contribute? Responsible for providing 1st level support for operational services in line with the Service Level Agreements Provide a single point of contact for all customers and users of Wincanton IT, processing and coordinating timely responses to Incidents and Service Requests, and keeping customers appraised of progress to achieve Incident resolution / Service Request fulfilment within agreed service levels Raise all Incident tickets and Service Requests into the Service Management toolset and liaise with the various infrastructure, networks, competency centres and business teams to ensure that all Incidents are resolved, and Service Requests are fulfilled within SLA Maintain Incident and Service Request tickets in the Service Management toolset with accurate information relating to actions taken, escalation and resolution Escalate any Incidents or Service Requests that cannot be resolved by the Service Desk to the appropriate team Take ownership of the customer Incident or Service Request and see it through to resolution Create a positive impression of the Service Desk by building a rapport with the customer, focussing on business needs and delivering best possible customer service Carry out training and induction of new members of the Service Desk team Perform trouble shooting and Incident resolution according to Standard Operating Procedures (SOPs) Work with 3rd Party suppliers to resolve Incidents and Service Requests Play an active role in contributing to and maintain a knowledge base of technical documentation used by the Service Desk teams Maintain and enhance the procedures, training documentation, knowledge base and other supporting documentation to ensure that the Service Desk is as self sufficient as possible Complete a successful hand over at the end of each shift ensuring that operational support is always maintained Active physical support within the warehouse operation, including packing station hardware Support IT Manager with problem diagnosis and resolution within the operation Assist network lead with access provision to all parts of warehouse and offices Assist with documentation of IT Procedures and Processes Adhere to processes & policies (e.g. ITIL): SOPs, Incident Management, Problem Management, Service Level Management, Service Request Fulfilment What will you bring? Proactive individual able to work in a fast-paced and constantly changing environment Excellent and demonstrable interpersonal and communication skills, both verbally and written Customer focussed attitude with positive approach. Excellent telephone manner, listening and empathy skills. The ability to tailor personal approach to deal with customers with different levels of understanding. Problem solving and diagnostic skills Team player; works with and supports the rest of the team. Shares ideas and innovations Flexible and adaptable to change Knowledge of service management toolsets and best practice e.g.: Atlassian Jira, Halo, Service Now, SCCM, Nagios or similar Experience & understanding of IT infrastructure, desktop and business application environments Span of technical knowledge to encompass MS Windows, Networking, Citrix, Unix, Telephony, End user computing & productivity applications such as MS Office Adherence to IT policies and processes (e.g. SOPs) to ensure consistent quality of service What do we offer? Our Culture & Benefits In addition to generous remuneration, we really value our people and offer a friendly, safety-first working environment, along with other benefits including company pension scheme, generous holidays, cycle to work scheme, employee benefits include, online discount platform, onsite parking and much more. Our people are at the core of our business and what makes Wincanton great. Thats why we also provide significant opportunities for career development and progression, as well as training enrichment and multi-skilling, in a dynamic working environment. Be a part of our values; Were Thoughtful, Were Aiming High and Were Prepared. Our Commitment We are committed to providing equality of opportunity for all employees. We strive for an environment where all colleagues feel included, supported and valued, whilst feeling they can be their whole selves within our workplaces. We are proud that our colleagues represent us and our successes and we welcome your application. Find out more: Wincanton champions a diverse workforce