At a Glance
- Tasks: Provide first-line IT support and resolve technical issues for users.
- Company: Join a dynamic team at Your World, focused on IT service excellence.
- Benefits: Earn competitive pay, win prizes, and enjoy 24/7 support.
- Other info: Flexible working hours with opportunities for professional growth.
- Why this job: Kickstart your career in IT while making a real difference for users.
- Qualifications: Customer service experience and knowledge of Microsoft Office 365 required.
The predicted salary is between 33750 - 41250 £ per year.
Pay Rate: £14.24
Start Date: ASAP
Duration: 3 months
Working Pattern: Monday–Friday, 37.5 hours per week
Shift Times: Between 08:00–18:00
Band: 4
Key Responsibilities
- Provide first-line IT support and act as a single point of contact for incidents, service requests and technical queries.
- Log, record, classify and prioritise IT incidents and requests accurately in line with Service Desk standards and SLAs.
- Investigate and diagnose hardware, software, application and network-related incidents.
- Resolve technical issues where possible or provide appropriate workarounds and elevate more complex issues to specialist support teams.
- Provide telephone-based technical support and guide users through solutions in a clear and accessible manner.
- Monitor and track incidents, ensuring appropriate escalation where required.
- Install and configure desktop software and support the safe use and maintenance of IT equipment.
- Administer IT accounts and system privileges in accordance with relevant security policies.
- Liaise with third-party suppliers where required to resolve technical faults.
- Maintain accurate records and contribute to Service Desk procedures, process documentation and continuous improvement.
- Provide technical advice and "how-to" guidance to users.
- Work collaboratively with colleagues to support knowledge sharing and peer training.
- Previous experience in a customer service, IT Service Desk, call centre or IT support environment.
- Experience providing customer-focused technical support and managing customer expectations.
- Working knowledge of Microsoft Office 365.
- Working knowledge of Windows 10/11.
- Experience of effective call handling, questioning and gathering relevant information to diagnose issues.
- Good problem-solving skills with a logical and structured approach.
- Ability to prioritise and organise workload in accordance with SLAs.
- Excellent verbal and written communication skills.
- Strong attention to detail and good keyboard/IT skills.
- Ability to remain professional and calm when dealing with challenging customers.
- Ability to work effectively as part of a team.
- Service Desk Institute Analyst certification or equivalent.
- ITIL Foundation certification or equivalent knowledge.
- Previous experience working within an NHS or wider public-sector IT environment.
- Experience working within an ITIL-based Service Desk environment.
How does it work?
It couldn't be simpler.
Every time you work 40 hours withinany calendar month through Your World, you'll earn one entry into our monthly reward draw!
You'll also receive an additional entry for every 8hours you work in excess of the initial 40!
Other benefits of working with Your World
• Win prizes in the Your Loyalty monthly reward draw!
- Competitive pay
- Quick registration
- 24/7 support
We aim to get you the best rates based on your skills and experience.
Our world class compliance team will help you get out to work in no time.
Our dedicated recruitment experts and round-the-clock out of hours team are always here for you.
- Find out more about the benefits of working with Your World
- #J-18808-Ljbffr
Service Desk Analyst in Norwich employer: Your World
Your World is an exceptional employer for Band 6/7 MSK Physiotherapists, offering a supportive work culture that prioritises professional growth and development. With competitive pay rates, a comprehensive benefits package, and dedicated recruitment consultants, employees can thrive in their roles while making a meaningful impact in the community. The opportunity to work flexible hours and access ongoing training ensures that our team members are well-equipped to excel in their careers.
