Service Desk Analyst

1 week ago

Cheltenham, United Kingdom Randstad Full time

Job Title: Service Desk Analyst (Perm position)

Location: Bishops Cleeve

Salary: £32,500 plus car allowance and benefits


In a Nutshell…

My Client has a fantastic opportunity at their Cheltenham office. As a Service Desk Analyst, you will provide outstanding customer service by resolving incidents on the first call utilising 1st and 2nd line support knowledge and capability. Any issues that cannot be resolved should be escalated to the appropriate support team within the department to resolve.


Let’s cut to the chase, what’s in it for you…

  • £32,500 plus car allowance and benefits
  • Agile working possible (dependent on role)
  • Up to 33 days annual leave plus bank holidays
  • Private Healthcare
  • Enhanced maternity, paternity and adoption leave
  • Competitive contributory pension scheme
  • Life assurance – 4 x your annual salary
  • Share incentive schemes
  • Employee rewards portal with many more benefits…



In return, what we would like from you…

  • Behave in line with our company values – Integrity, Caring and Quality
  • Previous experience in customer service role within the IT sector
  • Experience on a Service Desk
  • Excellent written & oral communication skills, ability to influence others at all levels A background knowledge of ITSM tool
  • Some knowledge of IT peripherals like printers, Meraki hardware and iPhones/iPads
  • Excellent customer service skills
  • Excellent interpersonal skills both face to face and over the phone
  • Hold a full UK driving license

Desirable…

  • Ability to quickly learn & understand user requirements
  • A desire to learn and grow within the team
  • Ability to work on own initiative
  • Microsoft Windows 11
  • Microsoft Office 365 Admin Centre
  • Microsoft Active Directory


More about the Service Desk Analyst role…

  • Work with the Service Desk team:
  • Log incidents by phone into our ticketing system.
  • Ensure the ticket is correctly categorised and prioritised.
  • Demonstrate excellent communication skills over telephone & email.
  • Develop and maintain self-service documentation.
  • Responsible for keeping the user informed on the progress of their support ticket.
  • Escalate tickets where required to other teams within the department
  • Work with the team to reduce repeatable incidents.
  • Work with the department to provide services to all users:
  • May require the Delivery of new equipment (Laptops, Printers, iPhone/iPads & Tablets).
  • Maintain users (Account Configuration, Starters & Leavers, Support New Starters).
  • Travel to regional & site-based offices when required (Transport may be provided).
  • Support and troubleshoot services and components:
  • Provide 1st line support on all allocated tickets.
  • Update, process and maintain documentation.
  • Communicate and escalate known/reoccurring issues to the Service Desk Manager.
  • Provide training to end users and other members of IT staff as required.
  • Adhere to the IT Security Policy at all times.
  • Communicate with other members of the IT department to ensure internal SLAs are met.


Please note - this role is based in the UK, therefore a right to work in the UK will be mandatory.


Please apply if you are interested, alternatively you can reach out with your CV to bhavika.patel@randstaddigital.com

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