Bell Integration - Driving Digital Transformation | Service Desk Analyst

Who We Are:

Bell Integration has been in the business of helping companies establish, maintain and grow their IT services since 1996. Our team of hardworking professionals deliver Bell Integration’s multiple services all over the world, and they do it with unmatched efficiency and enthusiasm.

We continue to grow and have over 950 permanent staff employed at our offices in London, Portsmouth, US, India, Middle East and Slovakia and within many of our customers’ sites. Our heritage is in helping businesses to operate their critical technology in a more cost-effective manner, while improving effectiveness in areas such as customer engagement and operational responsiveness.

The Team:

The Service Desk Analyst is responsible for support services to end-users in line with business objectives. The role objectives of a service desk are centred around maintaining efficient IT operations and ensuring a positive user experience.

The Role:

Incident Management

• Quickly resolve incidents to minimise disruption to the business. This involves identifying, logging, and resolving issues as efficiently as possible.

Service Request Management

• Handle service requests from users ensuring they are completed in a timely manner.

Communication

• Serve as the primary point of contact between users and the wider IT teams. This includes keeping users informed about the status of their issues and providing clear, jargon-free explanations.

Customer Satisfaction

• Ensure high levels of customer satisfaction by providing courteous, consistent, and effective service. This includes managing expectations and delivering on service level agreements (SLAs).

Knowledge Management

• Maintain and utilise a knowledge base to help resolve issues more quickly and to empower users to solve common problems on their own.

Continuous Improvement

• Regularly analyse performance data to identify areas for improvement. This can involve optimizing processes, implementing new technologies, and enhancing team skills.

Qualifications & Experience

• Previous experience in an IT service desk or technical support role.
• Experience with ITSM tools and remote support software.
• Proficiency in Windows operating systems.
• Knowledge of networking fundamentals (e.g., TCP/IP, DNS, DHCP).
• Familiarity with common software applications and troubleshooting techniques.
• Good experience of ITIL processes.
• Background or strong interest in technology innovation
• Client engagement with strong stakeholder management skills.
• Experience of working with a 3rd party in a service delivery organisation.
• Knowledge and experience of business processes and working practices in large corporate businesses

What we care about:

At Bell, we believe that we are stronger together, and promote an open, collaborative culture where everyone is encouraged to be involved in the shaping of our business.

We value diversity!

We seek to employ a workforce representative of the markets that we serve and work hard to ensure that all of our staff have the opportunity to thrive within a friendly and inclusive environment.

Why join Bell:

• We prioritise internal development opportunities and offer access to our Udemy training platform with over 5000 training courses
• Competitive Salary
• Flexible remote working
• A generous company pension
• 25 days annual leave entitlement plus bank holidays and the option to purchase 5 extra days!
• Healthcare and dental insurance
• Life assurance
• Cycle to work scheme
• A diverse and inclusive work culture
• Modern vibrant workplaces
• Exclusive discounts with major retailers, discount gym memberships and access to our wellness centre

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