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Helpdesk Analyst

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Salary & Benefits
Salary will be in line with experience and discussed on receipt of application

The Technology Service Desk Analyst (UK) will be part of the Service Desk team that acts as the point of contact into the wider Technology team for all business people, both on a local and global level. The role requires excellent customer service skills, pro-activeness and the ability to take ownership. As the frontline between Technology and the business, it is essential that the analyst has a sound technical knowledge but is also willing to learn about their customers by understanding business processes, critical business activity and critical business services.

We have 2 permanent positions within the team.

Role Responsibilities:

  • Act as the Single Point of Contact (as part of the Technology Service Desk Team) to all areas of the wider business, both locally in the UK and globally.
  • Provide excellent Customer Service and Customer Focus and ensure that expectations are set in accordance with agreed processes
  • Provide 1st line support to business users via web-based and telephony call logging processes
  • Work to agreed shift patterns as set by the Technology Service Desk Manager (06:00 – 10:00)
  • Take ownership of Customer issues through to resolution and recognise when to escalate
  • Maintain and update the ticket logging system and knowledge base with timely and concise updates
  • Assist the Technology Service Desk Manager (as required) on small internal projects and process improvements

Role Requirements:

  • Excellent Customer Service skills with the ability to empathise with customers
  • Knowledge of Helpdesk/Service Desk processes and procedures
  • Knowledge of technologies including Windows operating systems, personal devices (iPhones, iPads), networks and servers
  • Excellent communication skills – both written and verbal
  • Ability to be pro-active and take ownership of issues
  • Knowledge of ITIL best practices
  • Display professional behaviour and willingness to learn

Minimum Criteria:

  • Excellent Customer Service skills with the ability to empathise with customers.  Essential
  • Previous experience of working on a Technology Service Desk in a similar 1st line support capacity.  Essential
  • Knowledge of Helpdesk/Service Desk processes and procedures. Essential
  • Knowledge of technologies including Windows operating systems, personal devices (iPhones, iPads), networks and servers.  Essential
  • Excellent communication skills – both written and verbal.  Essential
  • Ability to be pro-active and take ownership of issues.  Essential
  • Willing to work shifts (06:00 to 22:00).  Essential

In order to be considered for this role you must be able to demonstrate proof of eligibility to work in the UK and hold a valid work visa if applicable.

 

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This vacancy has now expired, and is not accepting any new applications.

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