Service Desk Analyst

Job Title: Service Desk Analyst (Perm position)

Location: Bishops Cleeve

Salary: £32,500 plus car allowance and benefits

In a Nutshell…

My Client has a fantastic opportunity at their Cheltenham office. As a Service Desk Analyst, you will provide outstanding customer service by resolving incidents on the first call utilising 1st and 2nd line support knowledge and capability. Any issues that cannot be resolved should be escalated to the appropriate support team within the department to resolve.

Let's cut to the chase, what's in it for you…

£32,500 plus car allowance and benefits
Agile working possible (dependent on role)
Up to 33 days annual leave plus bank holidays
Private Healthcare
Enhanced maternity, paternity and adoption leave
Competitive contributory pension scheme
Life assurance - 4 x your annual salary
Share incentive schemes
Employee rewards portal with many more benefits…

In return, what we would like from you…

Behave in line with our company values - Integrity, Caring and Quality
Previous experience in customer service role within the IT sector
Experience on a Service Desk
Excellent written & oral communication skills, ability to influence others at all levels A background knowledge of ITSM tool
Some knowledge of IT peripherals like printers, Meraki hardware and iPhones/iPads
Excellent customer service skills
Excellent interpersonal skills both face to face and over the phone
Hold a full UK driving licenseDesirable…

Ability to quickly learn & understand user requirements
A desire to learn and grow within the team
Ability to work on own initiative
Microsoft Windows 11
Microsoft Office 365 Admin Centre
Microsoft Active Directory

More about the Service Desk Analyst role…

Work with the Service Desk team:
Log incidents by phone into our ticketing system.
Ensure the ticket is correctly categorised and prioritised.
Demonstrate excellent communication skills over telephone & email.
Develop and maintain self-service documentation.
Responsible for keeping the user informed on the progress of their support ticket.
Escalate tickets where required to other teams within the department
Work with the team to reduce repeatable incidents.
Work with the department to provide services to all users:
May require the Delivery of new equipment (Laptops, Printers, iPhone/iPads & Tablets).
Maintain users (Account Configuration, Starters & Leavers, Support New Starters).
Travel to regional & site-based offices when required (Transport may be provided).
Support and troubleshoot services and components:
Provide 1st line support on all allocated tickets.
Update, process and maintain documentation.
Communicate and escalate known/reoccurring issues to the Service Desk Manager.
Provide training to end users and other members of IT staff as required.
Adhere to the IT Security Policy at all times.
Communicate with other members of the IT department to ensure internal SLAs are met.

Please note - this role is based in the UK, therefore a right to work in the UK will be mandatory.

Please apply if you are interested, alternatively you can reach out with your CV to (url removed)

Randstad Technologies Ltd is a leading specialist recruitment business for the IT & Engineering industries. Please note that due to a high level of applications, we can only respond to applicants whose skills & qualifications are suitable for this position. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business

Location: Cheltenham Trade Park, GB

Posted Date: 9/29/2024