IT Service Desk Analyst

Location Tiverton
Discipline: IT and Technical
Job type: Permanent: Full Time
Salary: up to £26,000
Contact name: Camille Ayela-Beardmore

Contact email: careers@sarahwest.co.uk
Job ref: VR/3925
Published: 27 days ago

Are you an ambitious, diligent and motivated individual with experience in 1st/2nd Line IT Support? This company is growing and looking to add another great team player to their Service Desk Team. This is a company with an excellent culture and values and a friendly, welcoming team. They're looking for someone to deliver excellent customer service as well as strong technical knowledge. You will act as the first point of contact for customers so you need to be friendly, approachable and happy to help. With opportunities to learn and develop your technical knowledge this company offers lots of progression and training. 

Some of your duties will include: 

  • Being part of a Service Desk team, resolving reported incidents and fulfilling first and second line IT service requests on behalf of users based at multiple sites across the UK.

  • Supporting and deploying a range of IT hardware assets including PCs, Laptops, Mobile Devices, and associated peripherals.

  • Communicating with users of all levels of IT proficiency via phone and email.

  • Ensuring that all tickets are logged, prioritised and dealt with in line with agreed SLAs.

  • Using your own initiative to take ownership of tickets, keeping users informed of progress, understanding the business impact, seeking feedback and always striving to improve.

  • Helping to identify trends and working with Technology leadership team to eliminate preventable calls to the Service Desk, dealing with root causes, as well as increasing customer satisfaction.

  • Monitoring systems and networks and escalating issues appropriately.

  • Assisting with projects where necessary.

 Essential Skills required:

  • Excellent customer service skills, with a friendly and approachable attitude.

  • Demonstrable technical capability and confidence supporting multiple relevant services/systems including: MS Windows operating systems, MS Office applications, Active Directory Users/Groups, Office365, Mobile Device Management, Security, Remote Access (SSL VPN) - as well as IT hardware assets.

  • Previous experience of working within a 1st/2nd line technical service role.

  • Excellent time management and prioritising skills as well as an ability to work as part of a team.

  • Due to the occasional travel required with this role, you will need to have a full UK driving licence.

  • Occasional Saturdays and on call work will be required.

This company offers a strong culture of team work, excellent holiday allowance, hybrid approach to office and home working and life assurance.

 They have a couple of offices in Devon so please give Camille a call to discuss the role and where you might be based.