IT Service Desk Analyst

2 weeks ago


Milton Keynes, United Kingdom Human Capital Ventures Full time

Our Client is a FTSE-250 business and globally recognised brand which has successfully disrupted its industry through digital innovation and thought leadership. They offer an extremely strong value proposition as a prospective employer, renowned for theirgreat company culture, work-life balance, competitive salaries, and comprehensive benefits package.

If you have 12 months or more experience working on an IT Service Desk, or Helpdesk, in 1st Line Support (First Line), IT Support or as an IT Technician we would like to hear from you

**Responsibilities**
- Troubleshooting high volumes of calls whilst maintaining a good first-time resolution and fix rate (minimum 75% FCR)
- Manage the end-to-end fulfillment and resolutions of IT Technical faults.
- Monitor and maintain SLAs and KPIs defined by the Service Desk Management team.
- Keep abreast with emerging technologies that the business continues to deploy.
- Communicate with a variety of key business stakeholders and customers.
- Contribute towards the expanding knowledge base; edit, review, and develop knowledge articles to improve efficiency.
- Ensure the closure of incident requests when a resolution has been verified to the end user.
- Provide support and training to Junior/Trainee Service Desk Analysts

**Requirements**:

- Minimum of 12 months prior IT Service Desk/Helpdesk/IT Support experience
- Willingness to work mixed-shift patterns on 4 days on, 2 days off rotational basis.
- Excellent communication skills; both verbal and written
- Strong troubleshooting skills across hardware, software, and connectivity.
- Broad technical knowledge; Windows Operating Systems, Office365 Applications (Excel, Outlook/Exchange, Word), Web Browsers, Hardware Fix & Support, Networking, and Software.
- Any prior experience supporting Retail IT and EPOS (Electronic) point-of-sale systems is desirable.
- Ability to learn and adapt to new emerges in technologies.

**Salary**:£27,000 - £30,000 Per Annum + Negotiable on experience

**Benefits**: Annual Bonus, Annual Share Allocation, Share Save Scheme, Private Medical Insurance, 25 days holiday, 35-hour working week, product discounts & more

**Term**:Permanent

**Location**: Milton Keynes, Hybrid Remote



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