Information Technology Support Analyst

Job Title: IT Service Desk Analyst

Location: Swindon (Hybrid role - 2-3 days a week in the office)

Salary: Up to £28,000 + 7.5% on-target bonus

Role Overview: We are seeking a highly motivated IT Service Desk Analyst who is passionate about providing outstanding service and resolving IT issues to a high standard. This role is perfect for a natural problem-solver with the ability to multi-task and prioritize workload effectively. You will play a critical role in supporting desktop and application issues, as well as continually developing new skills to support a 'shift left' culture.

Key Responsibilities:

• Deliver exceptional customer service and ensure high levels of customer satisfaction.
• Accurately log IT incidents and service requests, managing ticket queues, and ensuring timely resolution within SLAs.
• Perform remote troubleshooting using diagnostic techniques and provide high-quality triage of calls.
• Support a variety of technologies including Audio Visual, desk & mobile phones, laptops, Microsoft Dynamics, Office 365, and in-house applications.
• Make informed decisions on issues that require escalation to management.
• Escalate major incidents promptly and clearly, gathering comprehensive details on the incident and its impact.
• Contribute to the internal Knowledgebase by creating documentation.
• Continuously seek to improve service desk offerings and the overall customer experience.

Qualifications and Experience:

• Extensive experience as an IT Service Desk Analyst, preferably across multiple organizations or within a service provider.
• Strong technical foundation with excellent Office 365, desktop, and application support skills.
• Proficiency in troubleshooting technical desktop and application issues.
• Good knowledge of Microsoft Operating Systems and Active Directory administration.
• Strong customer service ethos, with a passion for delivering outstanding service.
• Excellent analytical and problem-solving skills.
• Ability to manage multiple incidents and priorities efficiently and calmly.
• Strong communication skills, both written and verbal, with a professional telephone manner.
• Proven ability to take ownership of problems and see them through to resolution.
• Ability to work under pressure, meet strict deadlines, and maintain attention to detail.
• Experience working in a Financial Advisors or FCA regulated environment is preferred.
• Knowledge of ITIL V3 or V4 and experience using Assyst is desirable.

Benefits:

• 25 days holiday + bank holidays, with the option to buy up to 10 additional days.
• Pension scheme: contribute up to 5% and the company will match it, plus an additional 5%.
• Critical illness cover.
• Income protection: 1x salary.
• Death in service: 4x salary.
• Bonus scheme: 7.5% on target bonus.
• Flexible benefits, including private medical insurance, dental insurance, and more.