Service Desk Analyst

Your new company
You'll join an environment that nurtures talent, supports development and encourages collaborative growth based onsite in BA1

Your new role
As a 1st Line Service Desk Analyst, you will play a key role in delivering high quality technical support to colleagues across multiple sites. You will act as a first point of contact for IT issues, ensuring tickets are triaged, resolved or escalated efficiently and with excellent customer service. Working onsite five days per week, you will also take part in the team rota, including occasional travel to Bath, Oxford, London and Swindon.

Acting as a single point of contact for Service Desk users and keeping tickets updated at all times.
Triaging incidents and service requests, providing resolutions and workarounds in line with agreed 1st Line activities.
Escalating complex issues to 2nd and 3rd Line teams with clear, detailed notes.
Identifying and escalating Priority 1 & 2 issues and Major Incidents to the Service Desk Manager.
Maintaining accurate ticket documentation to aid diagnosis and timely resolution.
Supporting colleagues by completing New Starter, Mover and Leaver processes.
Building and issuing laptops and mobile phones in line with procedure.
Completing administrative duties, including asset register maintenance and purchase order requests.
Performing daily system checks to ensure operational continuity.
Supporting continuous service improvement initiatives alongside the Service Desk Manager.
Ensuring technical documentation and knowledge base articles remain accurate and up to date.
Acting as an escalation point for customers where appropriate.
Procuring equipment as required.
Resolving incidents and service requests within agreed SLAs.
Participating in the team rota, including core hours and occasional out of hours requirements.
What you'll need to succeed

Strong written and verbal communication skills.
A genuine interest in Information Technology.
Excellent interpersonal skills and the ability to communicate technical issues clearly to non-technical users.
A positive, energetic attitude and the ability to thrive under pressure.
Self awareness and a professional approach when interacting with colleagues and customers.
The ability to work effectively as part of a team, building strong working relationships.
Resilience when handling challenging situations.
Openness to change, with the flexibility to adapt to new processes and ways of working

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.

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