Service Desk Analyst

Mansfield Temporary

Provide remote first-line support to digital screens clients.
Answer incoming calls and emails, accurately recording issues within our ticketing system.
Proactively log tickets via our monitoring and alerting system.
Perform basic diagnostics across multiple internal systems, escalating issues internally where required, adhering to defined processes and policies.
Manage and maintain tickets across various workflows, taking ownership of issues, providing regular communication to end users, identifying appropriate solutions, and ensuring all tickets are progressed or resolved within agreed SLAs.
Engage with 3 parties where applicable to arrange engineer visits.
Generate quotes for replacement hardware where applicable.
Support with the identification and creation/updating of knowledge articles.
Provide feedback for, and contribute to, continuous improvement within the team.

Working in a fast-paced environment, the ideal candidate will have a commitment to providing outstanding customer experience, with a keen interest in technology. They will join a rota system as part of the role., * Experience in providing high levels of telephony based, or in-person, customer service

Good communication skills, both written and verbal
Ability to work on their own, as part of a team, and under pressure
Good time management and ability to prioritise
Initiative to diagnose problems
Professional working attitude

Desirable skills:

Experience as a First Line Support Analyst or equivalent role
Experience using ticketing platforms such as Zendesk or ServiceNow
Experience troubleshooting any of the following: digital screens, AV, OS, hardware, software
Company pension
Cycle to work scheme
Employee discount
Free parking
Life insurance
On-site parking
Store discount
Work from home