IT Service Desk Analyst

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We are looking for an IT Service Desk Analyst to join us in our Head Office in Measham, Swadlincote.

What Benefits You Can Expect

• Competitive salary
• Generous holiday entitlement
• Holiday buy & carry over
• Competitive bonus scheme
• Option to purchase the BHSF Health Cash Plan
• Enhanced Family Policy
• Generous Pension Scheme
• Microsoft Office Discount
• High Street Retail Discount
• Wellbeing initiatives
• Life Assurance at 6 times your basic salary
• Employee discount on our Homes and & some building materials
• Employee discount at Triumph Motorcycles Ltd.

What Will Your Day Look Like?

As An IT Service Desk Analyst, You Will Be The First Point Of Contact For IT Support Across The Business. You Will Provide High-quality Customer Service And Initial Technical Support To End Users, Helping To Resolve Issues Quickly Where Possible And Escalating More Complex Issues To The Appropriate Team. Youll Be

• Act as the first point of contact for IT queries via phone, email, Service Desk portal and occasional walk-ins.
• Log, categorise, and prioritise all incoming tickets to agreed standards and within departmental SLAs.
• Provide first-line diagnosis and resolution of common incidents and service requests that can be quicky resolved within a short period of time.
• Escalate tickets promptly to IT Service Delivery Engineers, IT Service Operations Engineers or members of other teams within IT where required.
• Keep users informed of progress and manage expectations in line with agreed SLAs for tickets within your ownership.
• Maintain a strong and positive customer service relationship with staff.

What You’ll Need To Succeed:

• Educated to A-Level (or Equivalent) standard.
• Evidence of continued professional development
• Previous experience in a similar position or a customer service role.
• Experience using ticketing systems to log, categorise and mange requests/incidents.
• Proven history of work in a fast paced, high-pressure environment.
• Experience providing first-line troubleshooting and basic technical support (e.g. password resets, account administration, hardware/software issues.
• Basic knowledge of Microsoft Windows operating systems and Microsoft Office applications.
• Understanding of common IT issues (e.g. connectivity, printing, log-in problems).

Please see Person Specification for more information.

If our IT Service Desk Analyst role sounds like the perfect role for you, please Click \’Apply now\’ and get your career started with us today.