IT Service Desk Analyst NOV20215527

2mesjobs 2M Employment Solutions Ltd

IT Service Desk Analyst
Salary: up to £22k per annum

We currently have a vacancy for a full time IT Service Desk Analyst working from our Wilmslow office.

The IT Service Desk is the single point of contact for all IT requests and issues

You will enjoy working in a dynamic, fast-paced, professional environment and should have excellent customer service skills and broad knowledge of IT. Be confident, friendly and approachable with a good telephone manner and able to communicate with staff who have varying IT Knowledge. Having an eye for detail and accuracy is essential.

Duties

Include but not limited to:
• Logging all requests accurately and to a high-quality originating from our portal, e-mails, telephone and face to face
• Provide 1st line technical support
• Responding to service requests
• Acting as customer liaison and delivering an excellent customer experience
• Take ownership of user requests and be pro-active when dealing with user issues
• Providing updates to the customer on the progression of their call
• Administration of required systems and documentation
• Liaising with 2nd and 3rd line support teams and 3rd party/vendor support teams
• Escalating calls where necessary, monitoring 2nd and 3rd line SLA’s
• Log all incidents on the service desk system
• Keep the IT asset register up to date
• Support hours are currently 8 am to 6 pm Monday to Friday, with a shift rota

Skills
• Office based Customer Service skills
• Empathy and understanding of customer needs
• Effective organisation and time management skills
• A good technical understanding of computers, networks and communications systems
• Exceptional attention to detail
• Ability to work accurately under pressure
• Excellent communication and interpersonal skills
• Working knowledge of Windows 10, O365 & Active Directory

If you are still reading this, it says our culture is for you. Apply now. Come join us.

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