IT Service Desk Analyst

Role Details

Department: IT

Employment Type: Permanent

Location: Worsley

Compensation: £26,000 - £28,000 / year

As an IT Service Desk Analyst, you will provide technical support services across the business. This includes ensuring tickets are raised and organised based on the issue and priority, with excellent IT customer service communications to keep customers updated on progress.

• Log incoming support calls and emails and prioritise accordingly
• Ensure all owned calls logged are reviewed daily
• Resolve issues with PCs, printers, tablets, mobile phones, video conference equipment and in-house software
• Build desktop and mobile hardware to agreed standards and ensure smooth handover to the customer
• Work to departmental SLAs
• Maintain regular lines of communication with customers and suppliers on all outstanding issues
• Demonstrate a high level of teamwork to achieve first-time fix results
• Look for proactive resolutions on common issues and faults
• Create knowledge base articles when required
• Offer help and support for all customers, ensuring needs are met and aiming to exceed expectations through great service
• Comply with systems, procedures and processes to ensure information is accurate
• Mentor team members and assist with onboarding new starters
• Provide reports as required
• Carry out other tasks and duties when required
• Deliver support services effectively and efficiently

• Good knowledge of desktop operating systems, hardware, mobile technology, and experience meeting service level agreements
• Focused, able to tackle problems from different angles and make quick decisions
• Strong written and oral communication skills
• Excellent interpersonal skills
• Ability to present ideas in business-friendly and user-friendly language
• Keen attention to detail
• Investigative, assessing, and problem-solving abilities
• Ability to prioritise and execute tasks in a high-pressure environment
• Exceptional customer service
• Experience working in a collaborative, team-oriented environment as well as independently

We offer a competitive salary based on experience along with a full benefits package.

Network Plus is proud to be an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, colour, nationality, sex, sexual orientation, age, veteran status, disability status, or any other characteristics protected by law.

We are Armed Forces-friendly. We welcome applications from ex-Armed Forces personnel, reservists, armed forces veterans, cadet instructors and military spouses/partners.

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