Senior IT Service Desk Analyst in Worcester

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years. We provide a supportive environment that is committed to enabling our people to be the best, ensuring they feel proud to be themselves and part of BUUK Infrastructure. We are looking for an ICT Senior Service Desk Analyst who would like to help us reach our mission to earn customer loyalty and drive business growth by providing consistently excellent service.

Purpose of this role

Provide a senior level of first line support by acting as an escalation point for other Service Desk Analysts and Team Leaders. Manage team on a deputised basis by coordinating workflows and making decisions on behalf of Service Desk Team Leader. To ensure efficient resolution of escalated incidents, contributing to impeccable customer service and a can-do attitude to all levels of the business whilst working as part of a diverse and dynamic team.

Your key responsibilities are

• Help and mentor the Service Desk team members, through sharing experience and knowledge.
• Triage and allocate Service Desk tickets and help the Team by organisation of resources where appropriate.
• Give advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through the appropriate communication methods.
• Handle security incidents, focus is overseeing BAU and how this is distributed across the team.
• Providing excellent customer service via the telephone, email and the ITSM system.
• Maintaining the high standards required for BUUK internal service levels.
• Working in a front of house position offering in person customer and technical services.
• Logging, investigating, resolving and/or managing incidents and service requests through to completion to a satisfactory customer resolution.
• Proactively manage communication for all Incident/Request statuses through to resolution.
• Provide user support and coaching for end-users using BUUK systems.
• Maintaining a rapport with customers by understanding their role within the organisation.
• Complete the setup of new starters, role changes & leavers.
• Offer first line support out of hours as specified on the team rota.
• Any other appropriate duties as required by the Service Support Manager and the Service Desk Team Leaders.

Qualifications

GCSE grade C / 5 in English and Maths, or equivalent. ITIL Foundation.

Experience/Knowledge

Experience working within an IT service desk / IT Support environment. A customer services background. Experience supporting Microsoft operating systems, Active Directory and Exchange.

Abilities/Skills

• Great interpersonal skills when engaging and communicating with customers.
• Good written communication skills to engage and support customers.
• Strong aptitude for problem-solving, able to effectively analyse situations and provide innovative solutions.
• Highly organised and self-motivated.
• Ability to deal with potentially stressful situations calmly.
• Assertive, confident, positive, and professional manner.
• Ability to prioritise to achieve SLA.
• Maintain high attention to detail.
• Ability to troubleshoot IT related issues.
• Have a good understanding of IT security and awareness of cyber security best practices.

Desirable

IT based A level Grade C or above / BTEC or equivalent. Degree or equivalent. Support based Microsoft technologies accreditation. Knowledge of Remote Desktop Services technologies. Network troubleshooting experience. Knowledge of DHCP, DNS, VPN. Experience using ITSM packages. Knowledge of smartphone & mobile device support.

What can you expect from us

• Cost of living annual pay review.
• Company pension contributions up to 10% if employees contribute 5%.
• 33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
• Enhanced maternity, paternity and adoption pay.
• To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax).
• Hybrid working for eligible roles.
• Development opportunities to reach your career aspirations.
• BUUK has an award-winning culture.
• We care about your wellbeing and safety as we all deserve the right to go home safe, every day.
• We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.

Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you would like to be a part of our team and you meet many, but not all our requirements for this role, please apply. You can also ask us about flexible working options. Please note we reserve the right to close the role early. Therefore, if you're interested in this role, we encourage you to apply as soon as possible.