Service Desk Analyst - Shift

IT Service Desk Analyst

Place of work: On-site – Sheffield, UK / Duration: Permanent / Hours of work: Two shifts (08.00 – 16.30) and (14.30 – 23.00) Monday – Friday including Bank holidays.

About the Company and the Role:

Auxilion a leading provider of IT outsourcing and IT managed service solutions.

Working in an IT support environment, that is central to provide smooth running, efficiencies to our customers and services. The IT Service Desk Analyst is first point of customer contact, focusing on continuous operation of a customer estate.

You will be supported with personal development opportunities including training and exposure to new technologies.

Handling and logging calls from end users in ServiceNow

Ensuring end user Incidents and requests are handled per pre-defined SLA\’s for response time, updates and closure

Delivering a great customer experience

Position Responsibilities:

Logging, updating and resolving Incidents and Requests

Prioritising and monitoring IT issues, ensuring they are resolved within agreed SLA’s

Diagnose and resolve IT issues, collaborating and elevating to 2nd line or other resolver teams

Creating knowledge articles and IT documentation

Ability to use initiative or work as part of a team to resolve IT issues

Technical Competencies:

Prior experience in a Service Desk Environment

Experience diagnosing and resolving hardware and software issues

Experience supporting 365 environments, including Office 365, MS Teams, SharePoint, Exchange

Business Competencies:

Excellent communication skills (Communication to customers verbal and written is mandatory)

Good problem-solving skills

Organise workload effectively.

Decision-making skills

A Professional working attitude