Address
Form of work
SalaryAs a Service Desk Analyst, you will play a critical role in supporting staff within the business in their use of their IT equipment. You will work within the IT team to support Hardware, Software, and key systems including troubleshooting issues and deploying new systems and services. This role is ideal for those that already have 1 st /2 nd Line experience and can collaborate well with other Service Desk Analysts.
Please note that this role requires an element of travel between our sites and therefore successful candidates must have a valid UK driving licence.
Responsibilities
- Provide 1st line technical support for company computer systems and user equipment, including laptops, desktops, smartphones, and tablets, software and network related issues
- Providing remote user support for Desktop and Mobile users, including occasional site visits for job resolution and equipment delivery
- Performing basic administrative support duties, as required, to meet specific operational objectives
- Fault diagnosis on company devices such as laptops and desktops, mobile phones, and tablets
- Liaise with external suppliers and contractors
- Purchasing, imaging, and configuring new laptops, desktops, mobiles & tablets, including software installation
- Providing the first point of contact for staff and dealing with issues whist managing Service Desk workload
- The ability to translate information effectively to non-technical users
- Escalating issues to 2nd line where necessary
- Identify areas of development and optimisation (systems/processes)
- Utilising support tools including ITSM and endpoint management software such as Manage Engine, ServiceDesk Plus and Desktop Central
- Valid driving licence to travel between sites (essential)
- Practical experience as a Service Desk Analyst or role within a similar capacity
- IT certifications such as CompTIA A+ or Microsoft Certified: Modern Desktop Administrator Associate would be an advantage (desirable but not essential)
- Generalist IT knowledge - IT hardware, software and peripherals
- Experience of Active Directory and Microsoft 365
- Confident with ManageEngine products (desirable)
- Trustworthy and ethical approach, exercising discretion where required
- Organised, structured, and professional, with a passion for excellence
- Flexibility, resilience, and the ability to influence and build relationships at all levels
- Excellent communication that shows compassion and empathy
- Ability to explain technical issues in a non-technical way
- Commitment to the provision of excellent customer service
- Experience in a fast paced and multi-site business
- Self-starter who can prioritise a varied workload and demonstrate good time management
- GBP22,000-GBP25,000 per annum depending on experience
- 3x life assurance
- Employee Assistance Program (discount from high street retailers)
- Private healthcare
- Free eye test vouchers
- Employee referral scheme
- Pure Gym discount
- Virgin Media - 'My Rates' discount
- Occupational Health
- Access to apprenticeships
Svella Connect is a leading provider of telecoms and digital infrastructure, building and installing high-speed broadband networks to help connect businesses and residents with full-fibre internet. With depots in Warrington, Leeds and Kirkby in Ashfield, Nottinghamshire, we are a leading contractor for telecoms and internet providers such as Virgin Media - and carry out a range of projects across Yorkshire, Midlands and the North West.
Our vision is to be the employer of choice in the industry by investing in long-term growth, introducing technology, innovation and developing efficient ways of working to ensure excellent service for our clients and their customers.
