At a Glance
- Tasks: Provide first-line technical support and resolve user incidents in a fast-paced environment.
- Company: Join Codestone, a leading provider of managed IT services with a stellar reputation.
- Benefits: Enjoy a competitive salary, remote work, and a unique 4 days on / 4 days off schedule.
- Other info: Fully remote role with excellent opportunities for personal and professional growth.
- Why this job: Make a real impact by helping users and enhancing their IT experience.
- Qualifications: Experience in a Service Desk environment and strong communication skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
Service Desk Analyst – Remote (UK) | Codestone
Codestone is a leading provider of managed IT services and enterprise software solutions, known for delivering exceptional customer support and technical expertise.
With a strong reputation in the UK technology sector, Codestone serves a wide range of clients across industries, helping them optimise their IT infrastructure and streamline operations.
As part of its continued growth, Codestone is recruiting a full-time Service Desk Analyst to join its remote support team.
This role offers a competitive salary estimated between £27,000 and £36,000 per year and follows a unique 4 days on / 4 days off schedule, with working hours from 7:00 AM to 7:00 PM.
Job Summary
The Service Desk Analyst will be responsible for providing first-line technical support to managed service customers.
Operating within a fast-paced service desk environment, the successful candidate will handle incoming queries via phone, email, and instant messaging platforms.
This role requires a proactive approach to incident resolution, strong communication skills, and a commitment to delivering outstanding customer service.
Key Responsibilities
- Incident Management and User Support
- Serve as the first point of contact for users requesting standard services via phone, email, and self-service platforms
- Maintain a high level of customer service across all interactions, adherence to service management principles and contractual SLAs
- Take ownership of user incidents and service requests, ensuring timely resolution or appropriate escalation
- Perform technical fixes within your skill level and escalate unresolved issues while maintaining overall ownership until closure
- Provide regular updates to users on the progress of open incidents and requests
- Fault Resolution and Escalation
- Record and monitor all faults and service requests using the customer’s ITSM tool
- Triage and resolve faults where access and knowledge are provided
- Escalate unresolved faults to internal customer teams and assist with triage
- Communicate effectively with users and resolver teams to ensure accurate ticket handling and resolution
- Systems and Tools Support
- Use ITSM tools and remote connection software to diagnose and resolve issues
- Support users with Microsoft Office applications and Windows operating systems
- Maintain and update documentation of known issue fixes
- Assist in the upkeep of IT procedures under the direction of the Line Manager
- Required Skills and Experience
- Technical Expertise
- Experience working in a Service Desk environment, preferably with a Managed Service Provider
- Hands-on experience with service desk and remote-control software
- Familiarity with Active Directory, Windows OS (version 10 and above), i OS, and Android
- Proficiency in using ITSM tools and business support software
- Experience with Hornbill software is advantageous
- Communication and Customer Service
- Ability to communicate clearly and effectively with both technical and non-technical audiences
- Proven track record in customer-facing roles, with a strong focus on service delivery
- Ability to digest complex technical data and relay it in a clear, concise manner
- Empathy and patience when dealing with user concerns, especially during complex or recurring issues
- Personal Attributes
- Proactive, positive, and self-motivated team player
- Strong organisational skills and attention to detail
- Ability to work effectively in high-pressure, fast-paced environments
- Commitment to continual process improvement and collaborative problem-solving
- Accountability for user incidents and requests, ensuring consistent follow-ups and resolution
- Work Schedule
- Fully remote role
- 4 days on / 4 days off schedule
- Working hours: 7:00 AM to 7:00 PM
- Performance Targets
- Timely response and resolution of customer queries
- Achievement of target response and resolution SLAs
- Positive feedback from customer satisfaction surveys
- Key Behaviours
- Customer Focus: Commitment to delivering excellent service and ensuring a positive user experience
- Communication: Clear and effective interaction with users and team members
- Problem-Solving: Initiative in resolving incidents and escalating appropriately
- Accountability: Ownership of tasks and proactive follow-through
- Teamwork: Collaboration with analysts and resolver teams to achieve shared goals
- Attention to Detail: Accurate recording and monitoring of incidents and requests
- Apply for This Job
To apply, click here to submit your application.
Be sure to include a tailored CV and cover letter that highlights your relevant experience in IT support, customer service, and service desk operations.
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Service Desk Analyst – Remote (UK) | Codestone employer: School Result
Join a prestigious financial institution in London that prioritises your professional growth through a structured career development programme and flexible working arrangements. With a competitive salary and a comprehensive benefits package, you will thrive in a supportive environment that values your contributions and fosters your analytical skills.
