IT Service Desk Analyst

• 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

Technologies:

• Active Directory
• Support
• ITIL
• ITSM
• Mobile
• Network
• Security
• VPN
• ASP.NET
• ICT

• GCSE grade C / 5 in English and Maths, or equivalent
• Experience working within an IT service desk / IT Support environment
• Customer services background
• Experience supporting Microsoft operating systems, Active Directory and Exchange
• 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
• Good understanding of IT security and awareness of cyber security best practices

At BUUK Infrastructure, we are on a mission to be the leading utility partner driving the UK towards net zero. With over 30 years of innovation and change, we provide a supportive work environment that enables our employees to thrive. We offer a competitive benefits package, including a cost of living annual pay review, pension contributions, generous holiday allowance, and enhanced family leave. We promote an award-winning culture focused on wellbeing and safety, and we are proud to be an equal opportunity employer. Join us and help make a difference!