Service Desk Analyst

Location Exeter
Job type: Permanent: Full Time
Salary: £26,000 - £30,000
Contact name: Josh Fuller

Contact email: careers@sarahwest.co.uk
Job ref: VR/3640
Published: over 3 years ago
Startdate: ASAP

​Do you have Service Desk experience and looking to take the next step in your career? This role could be for you.

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You’ll be responsible for handling high priority issues as well as making sure that all customer problems are managed and resolved appropriately. Therefore you’ll be someone who works well under pressure and has a logical and methodical approach to problem solving. You’ll be all about being proactive when it comes resolving issues and someone who’s focussed on delivering first-class customer service too.

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You’ll be approachable and happy to upskill others, share your knowledge both within the team and with your clients. You’ll be keen to keep up with the latest technological developments too through training - there is a budget for training provided by the company.

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Your standard hours will be 8.30am - 5.30pm, but once in while on a rota basis you will need to cover the 7.30am start, but finish at 4.30pm.

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As a Service Desk Analyst, your responsibilities will include:

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  • Handle customer issues over the phone and resolve where possible

  • Escalate issues to 3rd party suppliers or internal team where necessary

  • Track the issues progress with the relevant team and communicate this with the client

  • Manage clients’ user accounts and security backups

  • Identify any trends with the issues logged and make recommendations that will prevent them e.g. through additional training

  • Actively sharing knowledge on how to resolve issues with the rest of team

  • Making sure that all client information is up to date

  • Responsibility for high priority issues, plus the escalation point for customers

  • Some basic PC repairs.

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The skills and experience we’re looking for:

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  • At least two years’ experience in a 2nd line service technician role - preferably with an MSP

  • Good understanding of Microsoft desktop and server operating systems, WAN & LAN’s, routers, switches and firewalls

  • Strong understanding of networks, security, Active Directory, backups, Office 365

  • Someone who’s adept at fixing PC’s/laptops

  • Strong communication skills, particularly over the phone, who can build strong relationships with customers

  • Industry recognised qualifications and experience of other solutions and software would be an advantage

  • Full driving licence as on occasions, you may need to travel to a client's office.

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If you'd like to know more, get in touch with Josh!