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Service Desk Analyst
3 months ago
Your Challenge
We are excited to offer an opportunity for a versatile individual to join our dynamic team at APT Skidata as a SService Desk Analyst (first line support) & Workshop Assistant. In this role, you will serve as the frontline support for our vehicle and people access customers while also providing assistance with some invoicing and supporting the workshop with electro-mechanical repairs. Your mission is to ensure swift and efficient technical assistance to our customers and support workshop activities to cover annual leave. Please note: due the the nature of the role this is full time in the office.
Our team can be found at HQ in Hemel Hempstead, it's within easy reach of the M1 and it's home to our training centre, Experience World and
What you will do
Serve as the first point of contact for customers seeking technical assistance through phone, email, and eventually our upcoming portal Log, categorise, and prioritise incidents and requests Basic troubleshooting of technical issues and escalating complex problems to higher-level technicians Provide support to engineers and customers by interpreting technical documentation Stay updated with our transition to the portal-based support system and adapt quickly Collaborate closely with other team members and departments ,Your Profile
What we are looking for
We are seeking candidates with the following qualifications, knowledge, and skills:
Strong IT understanding or technical knowledge. Mechanical knowledge is a plus Prior experience as a service desk analyst, preferably within a similar industry or IT environment Familiarity with ITIL V4 is a plus, though not mandatory A genuine interest in IT/network technology Strong problem-solving skills and attention to detail Excellent communication skills with a strong customer-focused approach Ability to stay composed and effective under pressure Eagerness to continuously learn and stay updated with new technologies and processes Openness to on-the-job learning and a willingness to be supported by the team Basic knowledge of network infrastructure, TCP/IP, and IT systems Right to work in the UKQualifications, Knowledge, and Training:
A diploma or degree in Information Technology, Computer Science, or demonstrated experience in these fields Experience in a service desk role or similarDesired:
ITIL Foundation Certification CompTIA A+ Certification Microsoft Technology Associate (MTA) Certification Cisco Certified Network Associate (CCNA) Knowledge or experience with specific systems mentioned in the job description (like Parking systems, Turnstile systems, Intercom, and ANPR) is advantageousSoft Skills:
Excellent communication skills, both written and verbal Strong problem-solving skills A customer-focused mindset Ability to work well in a team A valid UK driving licence might be beneficial, especially if the role involves occasional on-site visits ,Your Benefit
What we offer
As well as providing a competitive salary and benefits package, we actively run employee opinion surveys as part of our drive to provide a comfortable and supportive working environment. We will support your development and you will also receive:
25 days holiday with bank holidays in addition Birthday off Employer pension contributions Employee Assistance Programme Life assurance up to 6x salary