At a Glance
- Tasks: Provide first-line technical support and manage user incidents efficiently.
- Company: Join a supportive IT team in a dynamic environment.
- Benefits: Gain valuable experience, develop skills, and enjoy a collaborative culture.
- Other info: Opportunities for growth and training within a busy service desk.
- Why this job: Make a real difference by helping users solve their tech issues.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 36000 - 44000 £ per year.
We are currently recruiting for a Service Desk Analyst to join our IT team.
This role is responsible for providing first-line technical support to internal users, ensuring incidents and requests are accurately logged, managed, resolved, or escalated in line with agreed processes and service level agreements (SLAs).
The successful candidate will provide fault diagnosis, call vetting and technical support, delivering excellent customer service while maintaining high standards of IT support.
You will work closely with colleagues, resolver groups, second-line support teams and external suppliers to ensure issues are resolved efficiently.
Reporting to the IT Service Desk Manager, you will have excellent communication skills, a customer-focused approach and the ability to learn, share knowledge and work effectively within a busy service desk environment.
Key Responsibilities
- . Accurately log, process and manage user incidents and service requests through the IT service management system.
- . Provide first-line technical support, fault diagnosis and troubleshooting to resolve issues wherever possible.
- . Identify the correct priority, category and SLA for each ticket while capturing clear and detailed information.
- . Escalate unresolved issues to second-line support or relevant resolver groups with accurate information to support efficient resolution.
- . Monitor and proactively manage outstanding tickets to ensure they are progressed within agreed SLAs.
- . Take ownership of tickets and keep users updated throughout the full lifecycle of their request.
- . Maintain and update knowledge base articles to improve resolution times and user experience.
- . Record all support activity, follow-ups and communications accurately within relevant systems.
- . Deliver a high standard of customer service and maintain positive relationships with colleagues, stakeholders and third-party suppliers.
- . Assist with training new team members and support ad hoc IT service desk activities when required.
If you are an enthusiastic IT support professional with excellent communication skills and a customer-focused approach, we would like to hear from you.
Smart Solutions proudly supports the Armed Forces Covenant.
We are committed to ensuring that those who serve or have served in the Armed Forces, and their families, are treated fairly.
We welcome applications from members of the Armed Forces community and value the skills, experience, and dedication they bring.
Eligible Armed Forces candidates meeting the minimum criteria will be offered an interview.
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