IT Service Desk Analyst

Overview

Are you a natural troubleshooter with a talent for multi-tasking? Our IT Service desk is an integral part of our business, resolving desktop and application issues & requests to a high standard, and continually learning new skills in order to support a \’shift left\’ culture. This is a fantastic entry level opportunity to join our Technology team. You will be a highly motivated person who is passionate about delivering an outstanding service, resolving IT issues and requests to an extremely high standard for Openwork Colleagues and Adviser Firms.

Responsibilities

• Ensure an exceptional level of customer service and satisfaction is always met
• Accurate ticket logging of all IT incidents and service requests whilst managing your ticket queue, making sure calls are prioritised and closed within SLA
• Managing calls to the agreed quality standard, including answering the call with standard greeting, correct triage of call, explaining next steps if necessary
• Perform remote troubleshooting through diagnostic techniques and triaging calls to a high standard
• Supporting a multitude of technologies such as Audio Visual, desk & mobile phones, laptops, Microsoft Dynamics and Office 365 as well as in-house applications
• Make judgment calls on problems that should be escalated to management
• Escalate major incidents to IT management quickly and clearly, obtaining as much detail about the incident as possible including impact
• Contribute towards the internal Knowledgebase helping to create documentation
• A strong commitment to continuous service improvement. Proactively identifying areas where the service desk can improve their service offering and the customer experience
• Extensive experience as an IT Service Desk analyst preferable within several organisations or with a service provider
• Strong technical foundation with excellent O365, desktop and application support skills
• Able to resolve technical desktop and application issues
• Good knowledge of Microsoft operating systems
• Dynamics experience preferable
• Active Directory administration
• Strong customer service ethos
• Highly motivated with a passion for delivering an outstanding service
• Good analytical and problem-solving skills with the ability to troubleshoot and diagnose problems
• Ability to cope with multiple incidents/priorities in a calm and efficient manner
• First-class communications skills and ability to liaise with stakeholders across all levels of business
• Excellent written and verbal communication skills with a professional and confident telephone manner
• The ability to take ownership of a problem and see it through until the end
• The ability to work well under pressure and to strict deadlines with attention to detail
• Ability to work both independently under own initiative or as part of a team

About Openwork

We\\\’re a dynamic, fast paced, and growing business with huge ambition. This is all made possible by the brilliant people who are part of The Openwork Partnership family. We\\\’re investing heavily in our colleagues, continuously striving to give them the platform to develop personally and professionally and reach their full potential. We\\\’re also very proud of our culture, as one of the Best 100 Large Companies to work for in 2022. The Openwork Partnership values, and respects individuality and we are committed to building an inclusive culture and environment which truly recognises and celebrates our colleague\\\’s individual differences and identities – just like our financial advice, for us, it\\\’s personal. We believe everyone can make a difference and your race, religion, disability, and gender will never be a barrier. At Openwork, we have a strong ethic of care for each other where you can balance a successful career with your commitments and interests outside of work. We believe that you will bring your best self to work if you are trusted to choose when, where and how you do it.

Benefits

• Salary – up to £29,000
• Bonus scheme – on target bonus – 7.5%
• Pension scheme – contribute up to 5% of your salary and Openwork will match you and put in an extra 5%
• Critical illness cover
• Income protection – 1x salary
• Death in service – 4x salary
• 27 days holiday + bank holidays, with the opportunity to buy up to an additional 10 days
• A range of other flexible benefits to include private medical insurance, dental insurance and much more