IT Service Desk Analyst

Overview

This is a permanent, hybrid IT Service Desk Analyst role based in our Swindon office with the requirement to be in the office 4 days a week. You will be the first point of contact for colleagues across the business, providing timely support, troubleshooting technical issues, and ensuring seamless delivery of IT services. You will be a natural troubleshooter with a talent for multi-tasking and prioritising workload, able to resolve desktop and application issues and requests to a high standard.Responsibilities

Ensure an exceptional level of customer service and satisfaction is always met.Accurate ticket logging of all IT incidents and service requests, manage your ticket queue, prioritise calls, and close tickets within SLA.Manage calls to the agreed quality standard, including answering with standard greeting, correct triage, and explaining next steps when necessary.Perform remote troubleshooting through diagnostic techniques and triage calls to a high standard.Support a multitude of technologies such as Audio Visual, desk and mobile phones, laptops, Microsoft Dynamics and Office 365, as well as in-house applications.Make judgements on problems that should be escalated to management and escalate major incidents quickly and clearly with as much detail as possible, including impact.Contribute towards the internal Knowledgebase and help create documentation.Maintain a strong commitment to continuous service improvement by proactively identifying areas where the service desk can improve.Resolve technical desktop and application issues and requests to a high standard.Demonstrate strong customer service ethos, good analytical and problem-solving skills, and the ability to work under pressure and to deadlines.Qualifications

Extensive experience as an IT Service Desk analyst, preferably within several organisations or with a service provider.Strong technical foundation with excellent O365, desktop and application support skills.Experience working with Financial Advisors or in an FCA-regulated environment preferable.ITIL V3 or V4 knowledge desirable.Experience using Assyst beneficial.Ability to liaise with stakeholders across all levels of business and communicate clearly (written and verbal).Active Directory administration.Dynamics experience preferable.Good knowledge of Microsoft Operating Systems.Strong customer service ethos and motivation to deliver outstanding service.Benefits

Salary up to £27,000Bonus scheme – on target bonus 7.5%Pension scheme – contribute up to 5% of salary and Openwork will match up to an additional 5%Critical illness coverIncome protection – 1x salaryDeath in service – 4x salary27 days holiday + bank holidays, with the option to buy up to an additional 10 daysA range of flexible benefits including private medical insurance and dental ..... full job details .....