It Service Desk Analyst

£26,500 per annum, hybrid working pattern (one out of four weeks in office), 26 days annual leave plus bank holidays, generous pension scheme, healthcare scheme, employee discounts and many other generous benefits

Hays Technology are working in partnership with a well-known organisation to recruit a Service Desk Analyst on a permanent, hybrid/home-based basis to work within the Technology Team. The team are based in Coventry, travel to the office is required one out of four weeks on a monthly basis. You will also work one Saturday out of the month.

Role purpose:

This role is the most customer facing role in the technology department and is responsible for the ownership and management of all IT related issues raised by internal customers. Managing IT incidents and service requests over the phone to ensure the best and most efficient outcome for all customers.
Key Accountabilities:

• Being the Information Technology first point of contact for all colleagues, answering calls with a friendly voice and an understanding ear.
• Ensuring superior customer service, delivering on our customer promise from taking a call, completing service requests and keeping the customer informed throughout the process to going that extra mile to provide an exceptional customer experience.
• Owning and prioritising incidents to see them through to completion, implementing first time fix where possible, proactively looking for technical solutions and following up with customers to confirm their issues are resolved and adhering to SLA's.
• Following ITIL documented processes for Incident, Problem and Change management, ensuring our IT standards and processes are followed and are consistently reliable.
• Working with internal teams collaboratively, investigating and identifying opportunities where efficiencies and improvements can be achieved to current processes, making recommendations for solutions to increase business excellence and productivity.
• Creating and updating knowledge base articles and documentation, publishing workarounds, fixes and processes for the internal teams and customers.
• Responsibility for following our Asset Management Process. Building, delivering, and receiving IT assets. Updating the Configuration Management Database (CMDB), sending out Docusign forms to customers to ensure our asset recording is current and accurate.

In order to apply, you must have the following skills and experience:

• Previous expeirence working on a Service Desk.
• Ability to deliver great customer service from call inception to resolution.
• Excellent communication, influencing and liaising skills at all levels - open, honest, and inclusive communication style.
• Team working skills - collaborative, proactive, enthusiastic, and passionate about assisting others.
• Excellent problem solving and analytical skills with a high level of attention to detail and accuracy.
• Familiarity with modern technology and the ability to translate this into easily understandable language across the spectrum of customers.
• Ability to apply analytical skills to technical and business processes and recommend solutions, focusing on successful delivery of outcomes.
• Able to organise and prioritise own workload, coupled with the ability to make sound decisions and demonstrate appropriate judgement.
• Willing to work flexibly and additional hours including extended working days, evenings and weekends and occasional travel away from home (fully expensed).

If you have the relevant experience and would like to apply, please submit your CV.

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