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Service Desk Analyst

2 months ago

Livingston, United Kingdom Sky Group Full time
We believe in better. And we make it happen.

Better content. Better products. And better careers.

Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, SkyQ to Sky Glass, we never stand still. We optimise and innovate.

We turn big ideas into the products, content and services millions of people love.

And we do it all right here at Sky.

What you'll do
  • Technical Support
    • Promptly answering Service Desk calls and chat, providing 1st and 2nd Line technical support.
    • Logging, recording, and prioritizing all incidents received by the Service Desk.
    • Facilitating warm transfers to Service Desk Technical Specialists with appropriate professionalism.
  • User Administration:
    • Performing user administration and providing general support.
  • Compliance:
    • Ensuring online requests, incidents, and requests are assigned and managed in line with SLAs.
    • Contributing to the effective service provision of the Service Desk Team by adhering to processes and guidelines.
    • Adhere to Sky's hybrid work policies, health and safety procedures, and contribute to maintaining a safe and healthy workplace.
What you'll bring
  • Language Skills: Proficiency in Italian, both written and spoken.
  • Support Desk Experience: Previous experience working within a Service Desk or Help Desk.
  • Technical Expertise: Experience handing and resolving technical issues, across multiple devices and operating systems, such as Windows 10 & 11, Mac OS & iOS and Android
  • Ticket Management Systems: Familiarity with using ticket management systems such as Service-Now.
  • Problem-Solving: Strong problem-solving abilities and a creative approach to overcoming challenges.
  • Customer Experience: Demonstrated ability to deliver excellent customer service.
Team overview

UK&I Technology

Ground-breaking projects. Innovative tech. Top innovation. Join our UK&I Technology team and you'll work across technology projects that drive our TV, broadband, mobile and Sky Connect services. You'll be at the heart of delivering the technology roadmaps that support our UK and Ireland businesses, with a focus on customer innovations for Sky Glass. That's not all. You'll also design, develop and deliver digital services for millions of customers across the UK.

The rewards

There's one thing people can't stop talking about when it comes to #LifeAtSky: the perks. Here's a taster:
  • Sky Q, for the TV you love all in one place
  • The magic of Sky Glass at an exclusive rate
  • A generous pension package
  • Private healthcare
  • Discounted mobile and broadband
  • A wide range of Sky VIP rewards and experiences
Inclusion & how you'll work

We are a Disability Confident Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all, and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.

We've embraced hybrid working and split our time between unique office spaces and the convenience of working from home. You'll find out more about what hybrid working looks like for your role later on in the recruitment process.

Your office space

Livingston Watermark House

Our lively campus is a free shuttle bus away from Livingston South train station and the town centre. Plus there's onsite parking available for cars, motorbikes and bicycles.

You'll be well fed at our subsidised canteen, and you can keep in shape at our onsite gym - or play a game of pool or table tennis.

We'd love to hear from you

Inventive, forward-thinking minds come together to work in Tech, Product and Data at Sky. It's a place where you can explore what if, how far, and what next.

But better doesn't stop at what we do, it's how we do it, too. We embrace each other's differences. We support our community and contribute to a sustainable future for our business and the planet.

If you believe in better, we'll back you all the way.

Just so you know: if your application is successful, we'll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.