Job Title: IT Service Desk Analyst
Location: Swindon (Hybrid role - 2-3 days a week in the office)
Salary: Up to £28,000 + 7.5% on-target bonus
Role Overview: We are seeking a highly motivated IT Service Desk Analyst who is passionate about providing outstanding service and resolving IT issues to a high standard. This role is perfect for a natural problem-solver with the ability to multi-task and prioritize workload effectively. You will play a critical role in supporting desktop and application issues, as well as continually developing new skills to support a 'shift left' culture.
Key Responsibilities:
* Deliver exceptional customer service and ensure high levels of customer satisfaction.
* Accurately log IT incidents and service requests, managing ticket queues, and ensuring timely resolution within SLAs.
* Perform remote troubleshooting using diagnostic techniques and provide high-quality triage of calls.
* Support a variety of technologies including Audio Visual, desk & mobile phones, laptops, Microsoft Dynamics, Office 365, and in-house applications.
* Make informed decisions on issues that require escalation to management.
* Escalate major incidents promptly and clearly, gathering comprehensive details on the incident and its impact.
* Contribute to the internal Knowledgebase by creating documentation.
* Continuously seek to improve service desk offerings and the overall customer experience.
Qualifications and Experience:
* Extensive experience as an IT Service Desk Analyst, preferably across multiple organizations or within a service provider.
* Strong technical foundation with excellent Office 365, desktop, and application support skills.
* Proficiency in troubleshooting technical desktop and application issues.
* Good knowledge of Microsoft Operating Systems and Active Directory administration.
* Strong customer service ethos, with a passion for delivering outstanding service.
* Excellent analytical and problem-solving skills.
* Ability to manage multiple incidents and priorities efficiently and calmly.
* Strong communication skills, both written and verbal, with a professional telephone manner.
* Proven ability to take ownership of problems and see them through to resolution.
* Ability to work under pressure, meet strict deadlines, and maintain attention to detail.
* Experience working in a Financial Advisors or FCA regulated environment is preferred.
* Knowledge of ITIL V3 or V4 and experience using Assyst is desirable.
Benefits:
* 25 days holiday + bank holidays, with the option to buy up to 10 additional days.
* Pension scheme: contribute up to 5% and the company will match it, plus an additional 5%.
* Critical illness cover.
* Income protection: 1x salary.
* Death in service: 4x salary.
* Bonus scheme: 7.5% on target bonus.
* Flexible benefits, including private medical insurance, dental insurance, and more.