IT Service Desk Analyst

As the IT Service Desk Analyst in our IT Operations team, you will be the first point of contact for internal customers seeking technical support. Your role is vital in ensuring smooth day-to-day IT operations across the UK and US, helping to maintain high service standards and resolve issues efficiently. The IT Operations team supports a highly virtualized global environment and is central to maintaining business continuity. You will:

• Respond to inbound calls and electronic requests from internal customers.
• Create and document support incidents in the IT Service Management system.
• Provide first-line support to resolve tickets before escalation.
• Troubleshoot software and hardware issues.
• Communicate effectively with other IT teams to ensure smooth resolution.
• Ensure timely resolution or escalation of tickets and keep users informed.
• Participate in out-of-hours support rotation.

Do you have experience in IT support?, We are looking for someone who thrives in a fast-paced environment, has a passion for customer service, and enjoys solving technical problems. You'll need to be a strong communicator, a team player, and someone who can remain calm under pressure while delivering excellent support., Required

• 2 years of equivalent work experience in IT support or a related field.

Preferred

• A degree in Computer Information Systems or equivalent professional qualifications.
• Hands-on experience with hardware troubleshooting and support.
• Strong technical knowledge of client computing hardware/software, mobile devices, and operating systems.

You'll receive competitive compensation and a fantastic benefits package including; 25 days holiday, on call allowance, pension scheme, healthcare cover, life assurance, access to our Wellness Platform to support you in mental health and wellbeing, a discounted contact lens scheme and much more!

We are committed to our employees' personal and professional development and offer training to support your career growth and help every individual to reach their full potential. To help us achieve our goals, we'll give you everything you need to help you achieve yours.

We also provide access to LinkedIn Learning to help you develop in you career and grow with CooperVision

CooperVision is one of the world's leading manufacturers of soft contact lenses with a presence in over 100 countries. Being part of CooperVision means helping improve the way people see each day. It's more than making contact lenses, it's about giving lens wearers freedom and confidence to move about their daily lives. We're all about bright futures - for our people and those who wear our contact lenses.