Radstock, United Kingdom | Posted on 14/11/2024
We offer industry leading print, mail and online communication solutions to improve your business outcomes.
Smarter customer engagement and peace of mind provided by our 'best in class' security and award-winning service. We understand that effective communication with your audience is critical to your organisation. We can provide the perfect communications service whether you need to ensure compliance, improve outcomes, grow or digitally transform your business. We’ll be by your side every step of the way.
Job Description
This temporary on-site role focuses on resolving incidents and delivering service requests in line with defined standard operating procedures as part of a busy IT Service Desk team. We are seeking a confident IT Service Desk Analyst with strong attention to detail and excellent troubleshooting abilities that can manage and prioritise their workload calmly and independently.
Objectives of this Role
* Provide service desk support services and associated IT administrative tasks for the user base.
* Respond to incoming service calls in a quick and efficient manner and communicate with customers in a polite and professional way.
* Ensure service calls are kept up to date.
* Monitor internal systems and, if necessary, report/escalate incidents.
* Proactive in developing and maintaining internal documentation for support processes and procedures as necessary.
* Adhere to change control processes when undertaking any support, installation or upgrade work on systems.
* Be aware of and adhere to contractual obligations and service level agreements.
* Undertake any other relevant duties as may reasonably be requested by the IT Service Desk Manager.
Core Responsibilities
Troubleshoot and resolve incidents relating to IT hardware and software, both remotely and in person.
Manage and complete service requests, such as onboarding and offboarding employees to defined standards.
Monitor incoming tickets and manage own workload to SLA, ensuring timely updates, documentation, and resolution.
Maintain user endpoint security by updating operating systems and third-party software, and resolving management system alerts as required.
Assist in the imaging, deployment, maintenance, and configuration of IT equipment (laptops, desktops, Macs, and mobile phones).
Adaptability to learn and support other functions within the IT Service Desk team as required.
Requirements
* An active interest in Information Technology and a desire to develop their knowledge.
* Experience in a customer service environment.
* Articulate and numerate with great attention to detail and strong communication skills.
* Effective personal management; able to work under pressure and manage workload priorities to meet expectations.
* A flexible, customer-focused approach to work and attitude to drive through issues to completion with a willingness to learn new skills.
* Good interpersonal skills and a problem-solving approach to issues.
* A proactive approach to tasks and duties.
* Competent with Microsoft Office suite.
* Must be able to work independently and contribute to team meetings or within collaborative projects.
Preferred
* Demonstrable experience working in an IT Service Desk or Desktop support role.
* Excellent troubleshooting, analytical and problem-solving skills.
* Ability to work independently and take ownership of assigned tasks.
* Strong understanding of hardware and software troubleshooting.
* Good understanding of networking fundamentals.
Advantageous
* A level 3 or higher qualification in a computing, IT, or digital subject.
* Previous experience working in a Microsoft 365 hybrid environment.
Benefits
* Pension Contribution
* 25 days' holiday per year plus 8 bank holidays
* Employee assistance programme
* Cycle to work scheme
* Enhanced maternity and paternity benefits
* Life assurance benefit
* Job Type: Full-time office based Fixed term contract
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