IT Service Desk Analyst
4 weeks ago
**Job title**:IT Service Desk Analyst / 1st Line Support / Desktop Support
**Salary**:23-27K + Benefits**
Working hours**: 8am-4pm or 9am-5pm
**Location**:onsite at Worthing, Sussex
**ROLE
**We are assisting a progressive company who are searching for an IT Service Desk Analyst / 1st Line Support Analyst who is comfortable supporting users with technical issues over the telephone.
Full training will be provided, along with access to industry leading IT certifications.
**DUTIES & RESPONSIBILITIES**:
- Maintain a customer focused approach, delivering superb value to the customer base
- Provide excellent customer service at all times; offering empathy and patience to the users
- Take accountability and ownership for all assigned issues
- Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes
- Contribute to the continual service improvement culture
- Adhere to strict SLAs & KPIs
- Complete online ticket requests with a high level of diligence
- Respond to user requests and assist and teach users where appropriate
- Perform troubleshooting and fault diagnostics
- Perform basic IT system administration tasks
- Escalate incidents to different resolver groups
**COMPETENCIES**:
- Telephone support experience
- Excellent customer service
- Strong communication skills
- A team player who is self-motivated, enthusiastic, and keen to learn
- Diligent with good time management skills and the ability to prioritise tasks
- Proactive approach to work, with a positive and flexible attitude
- Happy to learn new things, e.g. ITIL
**NICE TO HAVE**:
- Able to resolve 1st line issues in a Microsoft environment
- Competent at fixing PC & Laptop hardware
- Basic networking and general fault diagnosis
- Previous experience as an IT Service Desk Analyst / 1st Line Support Analyst / Desktop Support etc.
**COMPANY
**Our client is committed to making sure their employees reap the rewards of commitment and great performance. You will enjoy a secure, supportive and progressive working environment, where your contribution and achievements will be recognised and rewarded.
They offer comprehensive training as well as development and career progression opportunities.
**BENEFITS**:
- 28 days annual leave (including statutory holidays)
- Overtime and on-call options
- Stakeholder pension
- Company vehicle available (should you provide 2nd line support)
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