Service Desk Analyst

Salary: £30,000 – £34,800 per year

Our client who is based in Exeter is seeking a Service Desk Analyst to join their existing team. They are a well-established company having worked within the IT industry for over 30 years.

Job purpose:

To provide remote reactive technical support across our South West client base.

Working closely with other team members to respond to and resolve client IT issues via telephone and email. In addition, this role will also involve progressing and/or resolving pro-active issues from our client’s automation tools.

Key Responsibilities:

* Respond to & resolve client IT issues via telephone & email

* Resolve support calls in first instance or liaise with 3rd party IT suppliers and internal colleagues.

* Provide regular communications of ticket progress with end users

* Monitor and maintain backup & security software

* Actively identify frequently logged support calls and make recommendations for IT service improvements or user training requirements

* Write workflows & technical guides to ensure knowledge is shared for repeating tickets, enabling other members of the team to resolve the same issues as quickly as possible – reducing reactive time per ticket

* Ensure technical documentation of clients are up to date with any new information gathered during reactive support

* Communicate technical information to non-technical users in plain English

* Gain an understanding of our client’s use of their line of business applications

* Take initial ownership of priority one incidents

Candidates should have the ability to build excellent client relationships and communicate effectively with all client staff, regardless of role or technical knowledge. Along with a minimum of two years’ experience as a 2nd line service desk analyst diagnosing and resolving technical issues for end users

Have experience with the following technologies and systems:

* Microsoft Windows Workstation and Server Operating systems

* Active Directory and Group Policy Management

* Microsoft 365

* Server virtualisation platforms (VMWare and Hyper-V)

* Networking equipment including Routers, Switches and Firewalls

* Backup Solutions

* Have good problem-solving abilities

* Have excellent communication and listening skills including client relationship skills & knowledge sharing skills

* Have excellent telephone manner & customer service skills.

* Confidence working on the phones

* Have experience of working with third party software and hardware suppliers

* Have demonstrable methodical problem solving and excellent analytical skills

* Have a hands on approach, taking ownership of issues

* Have the ability to work under pressure during priority 1 incidents, communicating with all stakeholders in a timely and professional manner

* Have aptitude to interpret end user support requirements

* Work within set guidelines

* Be committed to personal development and willing to undertake training as required by the business

* The ability & confidence to go and find the solution to an issue that you may not have resolved before

Hours of Work: full-time, Monday – Friday: Working hours are rotated from 07:30 to 16:30 to 08:30 to 17:30. One week candidates would start at 07:30 and end at 16:30, the next they would work normal office hours with the rest of the team which are 08:30 to 17:30. Hours are reasonably flexible though – if someone needed to change a single day and they were on the ‘early’ they could change it if it suited the other team members.

Location: It would be in the Exeter office for 2 days per week. Candidates are welcome to attend the office more though. The rest of the time will be spent working from home.

Great Company Benefits including: Genuine career progression opportunities, 23 days annual leave (rising to 25) + UK Bank Holidays, your birthday off every year, learning & development scheme with the opportunity to complete IT qualifications, discounted rates on technology products, free parking and a great team culture and environment

Start Date: asap for the right candidate.