Job Title: Service Desk Analyst
About the Role
We are seeking a skilled Service Desk Analyst to join our team at Busy Bees Nurseries. As a key member of our Technology and Change Service Desk, you will be responsible for providing exceptional technical support to our internal customers, resolving complex hardware and software issues, and collaborating with internal teams to ensure prompt issue resolution.
Key Responsibilities
* Provide first-rate assistance to internal customers, meeting their diverse technical support needs.
* Collaborate with internal technology teams, change staff, and external vendors to ensure prompt issue resolution in compliance with our Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
* Manage the creation of new user accounts, provide business as usual support, and handle accounts of departing staff, adhering to industry best practices.
* Develop and maintain strong relationships with stakeholders at various levels, enhancing the trust and rapport built by the current team.
* Address complex hardware and internet issues via telephone troubleshooting, taking ownership of unresolved issues by coordinating with third-party services and other functions through resolution.
* Resolve issues and manage desktop PCs, laptops, and Android phones and tablet devices using existing MDM tools.
* Document all unique resolutions to enhance the internal knowledge base and create helpful guides for wider team use, ensuring adherence to existing guides where appropriate.
* Coordinate and process system access requests within established audit guidelines and in agreement with business owners.
* Produce reports to provide the business with an understanding of departmental performance in line with existing key performance indicators.
* Order hardware, prioritizing assignments to meet budget targets and ensure the provision of appropriate hardware to fulfill business needs.
* Occasional travel to nursery centers across the UK to address and resolve complex issues in person.
Requirements
* Essential Technical Knowledge: Proficient in various IT systems and software, including Microsoft 365, Microsoft Office, Windows, and Android operating systems, and familiarity with ITIL frameworks. Experience with Active Directory and remote troubleshooting is highly desirable.
* Proven track record in a service desk or IT support role.
* Experience in handling both hardware and software issues, and providing support over the phone, via email, and in person.
* Strong background in delivering exceptional customer service, with the ability to explain technical concepts to non-technical users in a clear and understandable manner.
* Experience working collaboratively in a team environment, sharing knowledge, and contributing to team projects.
What We Offer
* Sector-leading family leave.
* Big benefits, including a dedicated 24/7 employee benefits platform 'Smart Hive' with retail, cinema, and travel discounts.
* Childcare discounts.
* Birthdays off.
* Health and wellbeing support, including an Employee Assistance Program and Peppy and Mental Health Apps.
* Further training and development opportunities, including access to our own training company to support your development and gaining further qualifications.