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Service Desk Analyst

2 months ago

Bedford, United Kingdom Service Express Full time

Service Express is looking for a talented professional who wants the opportunity to serve as a Service Desk Analyst in our organisation. The Service Desk Analyst will be to provide technical assistance and support to our customers and internal staff, ensuring smooth and efficient operation of our IT systems and services. The Service Desk Analyst will respond to inquiries, troubleshoot problems, and resolve issues in a timely and professional manner.

Here’s what this position is all about:

  • Respond to service desk inquiries and support requests via phone, email, or ticketing system in a timely manner.
  • Provide troubleshooting support for hardware, software, network, and other IT-related issues.
  • Diagnose and resolve technical problems, escalating more complex issues to appropriate teams or specialists when necessary.
  • Assist with user account management, including account creation, password resets, and access permissions.
  • Document and maintain accurate records of service desk activities, including incident reports and resolutions.
  • Collaborate with other IT teams to ensure seamless integration and operation of systems and services.
  • Provide training and guidance to end-users on IT-related topics and best practices.

What You Will Bring:

  • Excellent verbal and written communication skills; including communicating with technical and non-technical clients and staff at all organisational levels.
  • High levels of commitment and ability to take action when necessary.
  • Ability to follow policies and procedures, attention to detail, ability to prioritise a varied and busy work load and be a quick learner.
  • Flexible attitude towards work; working additional hours when required at short notice to meet business needs
  • Understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions.
  • Self-motivated achiever who gains satisfaction from providing excellent customer service.
  • Contributes skills and capabilities to achieve the team’s goals. Is receptive to new ideas, builds strong working relationships and values diversity.
  • Flexibility, open to change and able to multi-task.
  • Passion and commitment to engaging customers and stakeholders
  • Positive and enthusiastic, even when faced to with challenge or conflicting priorities

What you will get?

  • Up to £25,000 annual salary depending on experience + 15% annual discretionary bonus
  • Lifestyle Benefits, Employee Assistance Program, Life assurance, Private Medical Insurance and more.
  • Paid volunteer hours
  • A Collaborative company that focuses on providing our employees and customers through the best experience
  • On site Gym and use of personal trainers