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Overview

Service Desk Analyst

We are hiring Service Desk Analysts to support a project focused on educational establishments across Northern Ireland with IT issues as they prepare for the busy back to school/college period. This is a great opportunity for someone with strong customer service skills, confidence handling calls and an interest in technology. As the first point of contact for technical queries, you will play a key role in delivering an excellent service experience.

You will join a supportive team environment where you can build valuable experience in a busy IT service desk setting.

The role

In this role, you will support users by resolving IT queries, logging incidents and service requests, and keeping customers updated throughout the process.

• Answering and resolving all customer queries and questions
• Logging incidents and service requests from telephone, email and our customer portal and processing them
• Giving excellent customer service to everyone you speak to
• Making sure customers are kept updated on what's happening with their query
• Prioritising and managing your own workload and tasks, while making sure you meet deadlines
• Working in accordance with our company policies, procedures and standards

• Proven ability to handle and resolve large volumes of incoming calls
• Making outbound follow up calls
• Excellent verbal and written communication, and good customer service skills
• Experience of working on the telephone communicating with customers
• A curiosity for IT

You will be joining a busy and supportive IT operations environment that delivers essential technical support to a wide range of users. The team is focused on providing responsive, high-quality service and works collaboratively to resolve issues efficiently and keep customers informed throughout.

• Pay: £16 per hour
• Location: Office-based at Hillview House, Newtownabbey, BT36 7LQ
• Hours: 37.5 hours per week, Monday to Friday, between 8am and 5pm. You must be able to work shifts within these hours based on business needs.
• Availability: No extensive leave can be taken during July, August and September.
• Contract Length: Temporary, 3 months, Mid July to End October
• Benefits: Free on-site parking
• Checks: Successful candidates will need to complete background and Access NI checks, and must have a live/current NI Direct account. Required documents will be confirmed at interview stage.