IT Service Desk Analyst

Our Devon-based client is a leading business, offering superb opportunities for 3 x Service Desk Analysts to join the IT service desk team, providing internal support and advice on a wide range of IT services. The team is small, inclusive and highly supportive; functioning as a vital first point of contact in a team of 300 IT professionals.

As an employer, they pride themselves on their commitment to a better, sustainable future for generations to come - the company culture is based on the freedom to change, improve and innovate. There is an excellent career structure and reward package available, including an attractive remuneration structure and benefits.

Key to this role is the ability to use your excellent interpersonal and communication skills to deliver superb levels of customer service, supporting the day-to-day operations of the Service Desk and providing first-line IT support to internal colleagues, ensuring the efficient use of their IT equipment and business applications.

The successful candidate will be a problem solver and find reward in helping users resolve their issues.

This is a busy desk and will require dealing with a wide range of differing problems and solutions, so no two days are the same and would suit a candidate keen to avoid the mundane!

The role

Provide 1st line IT support to the Windows OS, MS Office and networks

Log and categorise incidents, assess their impact, and assign appropriate priority levels

Resolve 70-80% of incoming calls, tickets and walk-ins efficiently - escalating the more complex incidents and service requests to the appropriate 2nd/3rd line team.

Work to SLAs

Proactively identify potential service impacts and escalate to the Service Desk Leaders

Contribute to the IT knowledge base, helping develop and maintain self-help IT support materials to support users and reduce support demand

• Experience working on an IT service Desk or similar role
• A strong working knowledge of Windows operating systems, Microsoft Office Suite, and networking concepts
• Ability to maintain hardware: desktops, laptops, printers, and mobile devices
• A friendly approach to problem-solving
• Excellent relationship and stakeholder management skills
• Passion for delivering a high-quality customer service experience and ongoing service development
• Able to work own initiative and work without supervision
• Well-developed analytical and problem-solving skills
• Strong interpersonal and proven communication skills - capable of engaging and building rapport
• Proactive team player with an enthusiasm for problem-solving, planning and prioritising a complex and varied workload.
• Willing to work onsite Monday-Friday

If you are an experienced technical support professional / service desk analyst with excellent interpersonal skills and a thorough, methodical and flexible approach, then we need to talk! OR if you believe that you can use your existing tech-savvy knowledge and customer service skills to become an awesome Service Desk Analyst, then just let us know!, * Do you have previous experience working on an IT Service Desk?