ICT Service Desk Analyst
Role details
Job location
Tech stack
Job description
At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.
We provide a supportive environment that is committed to enabling our people to be the best - ensuring they feel proud to be themselves and part of BUUK Infrastructure.
We are looking for ICT Service Desk Analyst who would like to help us reach our mission to "earn customer loyalty and drive business growth by providing consistently excellent service".
Purpose of this role
Delivering fast, accurate and secure IT services enabling the smooth running of the business. Providing impeccable customer service and a 'can do' attitude to all levels of the business whilst working as part of a diverse and dynamic team.
Your key responsibilities are
Providing excellent customer service via the telephone, email and the ITSM system.
Maintaining the high standards required for BUUK internal service levels.
Working in a front of house position offering in person customer and technical services.
Logging, investigating, resolving and/or managing incidents and service requests through to completion to a satisfactory customer resolution.
Proactively manage communication for all Incident/Request statuses through to resolution.
Provide user support and coaching for end-users utilising BUUK systems.
Maintaining a rapport with customers by understanding their role within the organisation.
Complete the setup of new starters, role changes & leavers.
Offer first line support "out of hours" as specified on the team rota.
Any other appropriate duties as required by the Service Desk manager.
Requirements
GCSE grade C / 5 in English and Maths, or equivalent.
Experience/Knowledge
Experience working within an IT service desk / IT Support environment.
A customer services background.
Experience supporting Microsoft operating systems, Active Directory and Exchange.
Abilities/Skills
Excellent verbal skills in person, phone or virtual meetings.
Excellent written communications.
Excellent problem solving skills.
Highly organised and self-motivated.
Ability to deal with potentially stressful situations calmly.
Assertive, confident, positive and professional manner.
Ability to prioritise to achieve SLA.
Maintain high attention to detail.
Desirable
CompTIA A+ and Network+, Security + or equivalent.
IT based A level Grade C or above / BTEC or equivalent.
Degree or equivalent.
ITIL certification.
Support based Microsoft technologies accreditation.
Knowledge of Remote Desktop Services technologies.
Network troubleshooting experience.
Knowledge of DHCP, DNS, VPN.
Experience using ITSM packages.
Knowledge of smartphone & mobile device support.
Ability to troubleshoot IT related issues.
Have a good understanding of IT security and awareness of cyber security best practices.
