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IT Service Desk Analyst

4 months 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.

**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 SLA’s and KPI’s 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, Software.
- Any prior experience supporting Retail IT and EPOS (Electronic) point of sale systems 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