Service Desk Analyst

Are you passionate about IT and customer service?
Do you want to work for a leading multinational corporation?
If yes, then this is the job for you!
As a Service Desk Analyst, you will be the first point of contact for any IT related issues that our customers face. You will use your communication and problem-solving skills to provide the best service possible. You will log incidents, resolve them whenever you can, or escalate them to the right technical teams.
This is a full-time role for one of our flagship sites in Stevenage.

• Hours: You will work 37 hours a week on a shift rotation, Monday to Friday, between 07:00 - 18:00.
• Pay Rate: You will earn £11.80 per hour via Hays PAYE
• Contract: This is a 6-month contract, but there is a chance to convert it to permanent if you love the role and want to continue this exciting journey with us!

What you will do:

• Handle contacts from the end user via phone, email, and chat.
• Log incidents via phone and triage them according to priority and impact.
• Liaise with resolver teams to ensure issue resolution for the end user within the agreed SLA's.
• Invoke Incident Managers if an incident is deemed a High Priority Incident, such as multiple customers or system down.
• Escalate incidents where customer calls to chase or where progress is slow.
• Provide remote technical support, resolving issues in a competent and professional manner.
• Prioritise and resolve technical queries and service requests within agreed service levels.
• Monitor Service Desk call queues, ensuring that all tickets are fully updated and processed appropriately.
• Collaborate with knowledge analysts in updating and creating knowledge articles and archive legacy documents which are no longer appropriate.
• Share new knowledge with team members, and support with documenting it.

What you need:

• Either currently hold BPSS and SC clearance or be able to go through the clearance acquisition process.
• Excellent written and verbal communication skills.
• Strong customer service skills using effective listening, understanding and articulating the next steps in a confident and professional manner.
• Logical and methodical troubleshooting approach.
• The ability to work well in a team and to support team members.
• The ability to work well under pressure in a busy environment.
• Initiative to keep skills up to date and maintain awareness of developments in the Service Desk and customer environment.
• Excellent knowledge of Windows, troubleshooting skills and being able to adapt to varying versions and services.
• Excellent technical understanding of Microsoft Services, such as Windows, Active Directory, Office Suites.
• Experience with multiple call logging ticket systems e.g. BMC Remedy, Support works and Sys Aid.

Why you should apply:

• You will work for a global leader that is innovating and transforming their industry.
• You will have the opportunity to learn from the best and develop your skills and career.
• You will be part of a diverse and inclusive team that values your contribution and respects your individuality.
• You will enjoy competitive pay and a supportive work environment.

If this sounds like the perfect role for you, don't hesitate to apply now! We can't wait to hear from you!

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