IT Service Desk Analyst

2021-11-01 10:50:592022-06-19ShortList Recruitment
Job TypePermanent
LocationGreater Manchester
AreaCheadle, United KingdomCheadleUnited KingdomGreater Manchester
SectorIT Helpdesk
Posted DateNovember 1st, 2021
Job Refzoho_3619
Job Views511
IT Service Desk Analyst
Cheadle, Manchester

ShorList Recruitment is recruiting for a Service Desk Analyst to join a market leading business in Cheadle, Manchester. This is the perfect position for a 1st Line Support Engineer looking to progress in a supportive IT Support function and progress into 2nd line.

The main objective is to provide effective 1st, 2nd line; IT support to resolve internal customer incidents, changes, and service requests. You will work as part of a small  IT Service Desk team, striving to maintain a high level of customer satisfaction and meet IT Service Desk SLA targets.

Typical daily responsibilities for the Service Desk Analyst will include:
  • Taking and logging calls from customers around the UK
  • Providing  First Line Support, ranging from password resets to major fault diagnosis
  • Remotely accessing customer environments to carry out detailed fault diagnostics
  • Providing excellent levels of customer service at all time
  • Travelling to customer sites as required for planned meetings or project work
  • Running daily checks on backups and carrying out preventative maintenance on customer environments
  • Taking a hands on approach to resolving IT tickets, ranging in type and complexity and providing technical advice/guidance to the IT Service Desk Analysts as appropriate
  • Ensure that the ticket management system is used effectively and efficiently
  • Liaise with third party suppliers as necessary/appropriate to gain quotes, arrange deliveries etc.
  • Adopting ITIL principles
  • Provide support with and take ownership of project-based activities

The right Service Desk Analyst for this role will have prior experience in a busy help desk environment and have good hands-on support knowledge of areas such as:

  • Customer service skills
  • Excellent phone skills
  • Passion for giving great service
  • Active Directory
  • Microsoft Exchange
  • Windows 10
  • Office365

The Service Desk Analyst will receive full support and training from the senior analysts, and will be expected to be willing to constantly learn new skills and technologies.

The Service Desk Analyst role is a fantastic opportunity for an enthusiastic help desk analyst or support analyst who has a passion for customer service and IT and bored in their current role and wants to join a very friendly and busy team, in a business that has ambitious growth plans.

The salary on offer is up to £28,000. This role is based in Stockport and is commutable from Manchester, Wythenshaw, Wilmslow, Altrincham, Knutsford and Warrington.

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