Information Technology Support Analyst
2 weeks ago
Job Title: IT Service Desk Analyst
Location: Swindon (Hybrid role - 2-3 days a week in the office)
Salary: Up to £26,000 + 7.5% on-target bonus
Role Overview: We are seeking a highly motivated IT Service Desk Analyst who is passionate about providing outstanding service and resolving IT issues to a high standard. This role is perfect for a natural problem-solver with the ability to multi-task and prioritize workload effectively. You will play a critical role in supporting desktop and application issues, as well as continually developing new skills to support a 'shift left' culture.
Key Responsibilities:
- Deliver exceptional customer service and ensure high levels of customer satisfaction.
- Accurately log IT incidents and service requests, managing ticket queues, and ensuring timely resolution within SLAs.
- Perform remote troubleshooting using diagnostic techniques and provide high-quality triage of calls.
- Support a variety of technologies including Audio Visual, desk & mobile phones, laptops, Microsoft Dynamics, Office 365, and in-house applications.
- Make informed decisions on issues that require escalation to management.
- Escalate major incidents promptly and clearly, gathering comprehensive details on the incident and its impact.
- Contribute to the internal Knowledgebase by creating documentation.
- Continuously seek to improve service desk offerings and the overall customer experience.
Qualifications and Experience:
- Extensive experience as an IT Service Desk Analyst, preferably across multiple organizations or within a service provider.
- Strong technical foundation with excellent Office 365, desktop, and application support skills.
- Proficiency in troubleshooting technical desktop and application issues.
- Good knowledge of Microsoft Operating Systems and Active Directory administration.
- Strong customer service ethos, with a passion for delivering outstanding service.
- Excellent analytical and problem-solving skills.
- Ability to manage multiple incidents and priorities efficiently and calmly.
- Strong communication skills, both written and verbal, with a professional telephone manner.
- Proven ability to take ownership of problems and see them through to resolution.
- Ability to work under pressure, meet strict deadlines, and maintain attention to detail.
- Experience working in a Financial Advisors or FCA regulated environment is preferred.
- Knowledge of ITIL V3 or V4 and experience using Assyst is desirable.
Benefits:
- 25 days holiday + bank holidays, with the option to buy up to 10 additional days.
- Pension scheme: contribute up to 5% and the company will match it, plus an additional 5%.
- Critical illness cover.
- Income protection: 1x salary.
- Death in service: 4x salary.
- Bonus scheme: 7.5% on target bonus.
- Flexible benefits, including private medical insurance, dental insurance, and more.
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