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Form of work
SalaryIT Service Desk Analyst / IT Support Analyst / 1st / 2nd Line IT Support Engineer
Location: Bristol - Hybrid Working
Join a leading international professional services firm as a passionate IT Service Desk Analyst, supporting over 2500 users.
The Role:
- Record, diagnose, monitor, and resolve issues using a call management system.
- Focus on first-time resolution from call placement to resolution.
Responsibilities:
- Provide 1st/2nd Line application support for productivity tools and business applications.
- Handle incidents, questions, and requests via phone, email, or web 24x7.
- Identify recurring incidents and contribute to solutions.
- Adhere to call management procedures and keep stakeholders informed.
- Log all contacts in Service Now.
- Maintain professional standards and processes in IT Support.
- Achieve KPI targets and take ownership of allocated projects.
- Monitor and escalate IT systems alerts 24x7.
- Perform user administration tasks.
- Assist in identifying skills and knowledge gaps within the team.
- Support technical infrastructure in collaboration with relevant teams.
About You:
- Previous IT helpdesk experience and 1+ years of technical IT support ideally supporting a large user base (500+)
- Ideally holds a College IT qualification or equivalent.
- Knowledge of Microsoft applications including O365, Active Directory, MS Office etc…
- Experience in a service-oriented company with KPIs and SLAs.
- Familiarity with Service Now or other call logging systems.
- Strong problem-solving skills and telephone support experience.
- Understanding of document comparison tools and document management systems.
- Flexible and willingness to work varying shift patterns and to be part of an on call rota (1 week in 6)
Perks:
- Competitive bonus package including generous shift and on call allowances
- Excellent career progression with scope for internal promotion and exposure to the latest Microsoft Azure and Cloud technologies
- Hybrid working (3 days in office)
- Company bonus scheme
- Private medical insurance
- Generous pension scheme
- Global office locations
- Recognized as a top employer for women and working families
- Active social and sport committees
Join us and make a real impact in a supportive and friendly environment!
Apply now to be part of a team that values development and progression.
