Service Desk Analyst

Do you have experience of working in an IT Service Desk team or a busy customer service role?

Do you enjoy building effective working relationships with staff at all levels, and work collaboratively with a range of people?

If you can hit the ground running and want to join a friendly IT Team based in York this role is for you!

*The Important Bit*
Base Location: York - hybrid (3 office days/2 WFH)
Contract Type: permanent
Salary: up to £23000

*Day-to-day*

* Provide first line support to all users across the organisation, logging all Incidents and Service Requests accurately, resolving issues to the agreed SLA's.

* Prioritise and categorise Incidents and Service Requests swiftly, triaging and escalating them to the appropriate resolver group when necessary.

* Manage end-to-end Incidents and Service Requests reported by users, achieving first time fix where possible.

* Use of the ticketing system, including the logging of incidents requests and problems from whatever source, eg telephone, web, electronic mail; resolving or forwarding jobs to the appropriate individual within IT Services technical teams.

* Using ITIL disciplines to manage incidents problems and root cause analysis of newly reported incidents.

* Researching problems and identifying training requirements for staff.

* Providing advice and guidance to staff on the use of IT systems and software translating technical information into easily understood language.

* Resolution of incidents and service requests.

If this sound like something you would like to explore then please apply ASAP or email directly