IT Service Desk Analyst

• Maintain regular lines of communication with customers and suppliers on all outstanding issues
• Deliver support services effectively and efficiently
• Ensure all owned calls logged are reviewed daily
• Log incoming support calls and emails received and prioritise accordingly
• Look for proactive resolutions on common issues and faults
• Work to departmental SLA’s
• Resolve issues with PCs, printers, mobile phones and in-house software
• Comply with all systems, procedures and processes, so company and customer information is accurate
• Build desktop and mobile hardware to agreed standard and ensure smooth handover to the customer
• Offer help and support for all customers. Take time to ensure all customers’ needs are met and strive to exceed customers’ expectation levels through great service

• Strong communication - good written and oral communication skills
• A very focused minded individual, able to tackle a problem from different angles and make decisions quickly
• Investigative, assessing, and problem-solving abilities
• Demonstrate a high level of teamwork to achieve results on 1st time fix
• Good knowledge of Desktop operating systems, hardware, mobile phone technology, as well as successfully meeting service level agreements
• Ability to present ideas in business-friendly and user-friendly language
• Experience working in a team-oriented, collaborative Environment but also able to work independently
• Keen attention to detail
• Excellent interpersonal skills
• Exceptional customer service
• Ability to effectively priorities and execute tasks in a high-pressure environment

Compensation: £25,000 / year