Chorley IT Service desk analyst The Company Our vision is to be widely recognised as the UK’s customer service leader in specialist utility and infrastructure services. Providing great customer service is at the heart of what we do, and our commitment is to deliver this safely and innovatively through our highly skilled teams – we call this the Ipsum Way. We’re always looking for people who are passionate about delivering outstanding customer service and who take pride in delivering essential services 24/7/365 that really make a difference to local people and communities. We are committed to supporting and developing our people to achieve their full potential. If you join us, as well as learning on the job, we offer structured learning in the form of apprenticeship programmes and sponsoring relevant professional qualifications. If your qualification gives you membership of an accredited professional body then we will reimburse your annual membership fee. Investing in our people and enhancing our expertise and flexibility enables us to deliver the highest standard of service to our customers. We really value our people and so we like to look after them. In addition to an attractive salary, if you work for us, you’ll enjoy a range of employee benefits which you can explore more about by visiting our website www.ipsum.co.uk The Role As a key member of the IT Service Desk team, you will provide 1st line service desk support to the business, dealing with users and providing IT support and training. You will provide first level customer contact, incident resolution and service request fulfilment in line with IT Service Management (ITSM) best practices within the IT Service Desk, ensuring quality and performance standards are met and contributing to an efficient and effective IT Service. Principle Accountabilities: To provide a high level of technical first level IT support in line with IT Service Management (ITSM) best practices for all services delivered by the IT Team ensuring customer focus is at the heart of service delivery. To ensure that Incident and Service Request information is presented within the ITSM software application consistently to maintain effective internal technical and external customer communication and to avoid duplication of effort. To ensure that individual and team performance and quality targets are maintained. To maintain the IT Knowledgebase with internally facing technical and externally facing non-technical IT Support articles. To work collaboratively across the IT environment and with customers to ensure delivery of the IT programme of work identified in the Change Management process and IT Roadmap. To deliver the ITSM functions within the IT Service Desk ensuring that services and support are available during service operational hours. To assist the Service Desk Manager to deliver the customer perception programme ensuring that feedback is delivered in accordance with procedures and improvements. To work collaboratively with the wider IT team. To take ownership of workload assigned through ITIL core processes (Incident, Problem, Change etc.) or the IT programme of work and ensuring that personal, team and customer SLA targets are achieved. To maintain the full suite of IT service standards, policies, procedures and knowledge articles with particular emphasis on Health & Safety, customer care, security and data protection. To support all the IT staff to deliver highly available services to the IT customers providing cover and support when necessary. To adhere to all relevant Company and IT policies and procedures. To undertake any other relevant duties appropriate to the grade, and commensurate with the post holder’s skills and experience, as directed by the Service desk Manager and/or IT Director. The Person Bachelor’s degree or equivalent in an IT/related subject would be beneficial ITIL Foundation or a willingness to complete this is required Demonstrable first level support knowledge in the following key areas: Microsoft Server based Operating Systems and Azure Active Directory Microsoft Messaging Services (Exchange) Microsoft cloud technology stack Networks (WAN/LAN/Wireless) Mobile Device Management Security and Anti-Virus Ipsum is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, transgender status, religion or belief, marital status, or pregnancy and maternity.