Service Desk Analyst

We are seeking a Service Desk Analyst to provide first-line technical support within a fast-paced FMCG environment. This role in Failsworth, Manchester requires problem-solving skills and a focus on delivering excellent service to internal stakeholders.

Client Details

The hiring company is a well-established organisation within the FMCG industry, known for its innovative approach and commitment to excellence. Operating as a medium-sized entity, they prioritise efficiency and the seamless delivery of technology services.

Description

• Act as the first point of call for all GIS-related incidents and service requests initiated by phone or self-service module in our IT Service Management Platform.
• Provide 1st and 2nd level support to site-based or hybrid working users by attempting fixes on all supported areas of GIS. Resolve incidents and fulfil service requests within the documented service level agreement
• Document first-time-fixes in the Knowledge Base for IT colleagues, and create FAQ and self-help fixes and documentation for our user-base in a language they will understand.
• Work towards achievement of stipulated KPI''s and targeted metrics set out for the GIS Service Desk.
• In a critical event, manage and support the Critical Incident Management process.
• Manage our user facing GIS communication process to alert or notify users about planned/unplanned service outages, IT projects or IT news.
• Play a role in the diagnostic team in our Problem Management process to investigate root causes of recurring incidents.
• Demonstrate a proactive approach to Continual Service Improvement.

Profile

A successful Service Desk Analyst should have:

• Experience in providing IT support in an FMCG or similar environment.
• Knowledge of Windows operating systems and common business applications.
• Familiarity with IT service management tools and ticketing systems.
• Strong troubleshooting skills for hardware, software, and network-related issues.
• A customer-focused approach with strong communication skills.
• Relevant IT certifications or equivalent experience.

Job Offer

• A salary of -28,000 - -30,000 per annum (DOE)
• Free on-site parking
• Mon - Fri working hours
• Career prospects

If you are passionate about technology and are ready to make an impact as a Service Desk Analyst, we encourage you to apply today!