ICT Service Desk Analyst in Warwick

We are looking for a passionate and dedicated ICT Service Desk Analyst to provide a friendly, customer‑focused ICT Service Desk facility and technical support service.

This important role is responsible for ensuring all issues raised are logged, prioritised and, wherever possible, resolved first time.

The successful applicant will demonstrate an enthusiastic attitude to their work and to working with others to resolve problems. If you can think on your feet, are good at troubleshooting and enjoy problem solving then this is the perfect opportunity for you.

Main duties of the job

• Provide clear advice and remote assistance to help users resolve issues themselves and reduce repeat problems.
• Accurately log, prioritise, and assign service desk incidents, following ICT policies and procedures.
• Explain technical information in plain language, and manage user account changes correctly.

About us

As a growing company, Innovate has a range of benefits and opportunities to enable individuals to grow and experience a range of new challenges. Innovate has a commitment to develop staff and provide a supportive work‑life balance.

At Innovate, we are committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination. We recognise the benefits of transferable skills and a desire to learn. We encourage anyone who is interested in this role to get in touch, even if you do not meet all stated criteria.

Company Benefits

• Employee Assistance Programme
• Vivup staff benefits platform
• Enhanced maternity pay
• Generous annual leave package
• Access to staff networks
• Volunteer leave
• Buy and sell annual leave option

Please note, we may close this vacancy earlier than the stated closing date if we receive a high number of applications.

Job responsibilities

To provide instruction and advice to systems users via the telephone and remote support software to encourage self‑help and minimise the reoccurrence of service desk incidents.

To ensure that all incidents raised via the ICT service desk system are accurately and clearly recorded.

To triage, categorise and prioritise all incidents presented via the employee self‑service portal.

To analyse, prioritise and assign incidents to resolver groups, management and third parties, in accordance with defined ICT service desk procedures and policies.

The ability to deal with initial complaints sensitively, avoiding escalation wherever possible.

To employ excellent communication skills particularly when communicating complex ICT related information within own peer groups as well as to non‑technical staff and customers.

To ensure that all changes to systems user accounts, or user access rights, are accurately managed and recorded in the service desk ticket management solution.

Person Specification

Experience

• Previous experience in a customer‑facing role

What we are looking for in our people

• Some hardware & software installation troubleshooting knowledge
• Excellent customer service and people skills
• Someone who is able to communicate well with others, adapting their approach appropriately to suit individual circumstances
• Excellent problem‑solving skills
• The ability to prioritise tasks and workload
• An enthusiastic attitude to their work and working with others to resolve problems
• The ability to work as part of a team, sharing knowledge and experience to support the growth of others
• Someone who demonstrates a willingness to use alternative approaches, who can follow instruction, and who is receptive to changes in working practices
• A passion for personal development and wanting to progress their career
• Excellent attention to detail

Qualifications

• GCSEs (including Maths and English) level 4-9 (A*-C)
• Previous experience in a similar role and/or relevant IT qualification