Service Desk Analyst

2 weeks ago

York, United Kingdom Charterhouse Recruitment Ltd Full time

**Service Desk Analyst**

Are you ready to start a new career in IT? Passionate about giving excellent customer service?

Looking for a progression path and support with your learning and development?

This company are a leading provider of hardware, software and managed IT services to public and corporate sectors with a passion for sustainability.

This role is hybrid with the expectation of working at the York HQ 1 day per week.
- £25,000
- Private Medical Insurance
- Pension Scheme
- 24 days holiday (increasing annually)
- Perkbox membership
- Learning and Development
- Employee Assistance programme
- Cycle to work scheme

**Your Day**
- Customer queries/issues. Ensure the queries, requests, and issues of our service users are captured in detail, validated, triaged, and assigned as relevant for further processing quickly and efficiently
- Communicating with Customers. Accurately and thoroughly capture information from service users and internal team members through the appropriate channels to effectively support response and resolution SLAs, toward reaching the desired outcome(s)
- Ticket Stack Management. Monitor and manage your own ticket stack, ensuring KPIs and SLAs (Service Level Agreements) are met in line with the ITIL framework
- Optimization. Contribute to the quality improvement of the Service Desk through analysis, reviews, reporting and automation. Develop competence and share knowledge through continuous professional development. Support other organizational changes
- Identify, diagnose, and respond to Incidents, Requests and Events expediently and in accordance with the required Service Level Agreements, ensuring that updates are regularly communicated to the end customer via the agreed channels
- Robustly follow existing processes and confidently contribute toward process improvements
- Systematically interpret user problems and identify solutions and possible side effects
- Uses experience to address user problems and interrogate knowledge bases for potential solutions
- Escalate complex or unresolved incidents/problems to a higher level of support. Upon escalation provide a detail summary of work undertaken toward reaching resolution within a timely manner in accordance to the agreed SLA
- Record and track progress of Incidents and Request from outset to conclusion
- During change, act systematically and respond positively to day to day operational needs to avoid service disruption(s), maintain coherence (SLA (Service Level Agreements)) and information security requirements
- Maintain Knowledge Based Articles (KBAs) to inform relevant parties of the associated processes to support services.
- Manage Escalations and Major Incidents, following ITIL Process, with Customers and relevant 3rd parties
- Complete Personal Development toward securing required certifications and ensuring that you have the required knowledge of services offered.

**Your Skills and Attributes**
- IT industry experience, previous Technical Help Desk or Technical Customer Services skills with an understanding of Microsoft 365 and Azure Active Directory
- Experience of working in a customer centric environment
- Excellent problem-solving skills
- Ability to communicate clearly and concisely
- Excellent attention to detail
- Excellent organisation skills with experience of prioritising tasks
- ITIL 3 or 4 Foundation, M365 Fundamentals and Azure Fundamentals or willingness to work toward qualification

Charterhouse Recruitment (Yorkshire) Ltd is acting in the capacity of an Employment Agency for permanent appointments and an Employment Business for temporary assignments.

At Charterhouse Recruitment we are committed to protecting your personal data.

  • Service Desk Analyst

    3 weeks ago

    York, United Kingdom Concept Resourcing Full time

    Job Title: Service Desk Analyst - First Line Support Location: York Salary: £26,000 Role Overview We're seeking a Service Desk Analyst to manage user queries and technical incidents. This position involves monitoring systems, prioritizing and resolving incidents, and providing support via phone, email, or VPN. Responsibilities Address first and...

  • Service Desk Analyst

    2 weeks ago

    York, North Yorkshire, United Kingdom Concept Resourcing Full time

    Job Title: Service Desk Analyst - First Line Support Location: York Salary: £26,000 Role Overview We're seeking a Service Desk Analyst to manage user queries and technical incidents. This position involves monitoring systems, prioritizing and resolving incidents, and providing support via phone, email, or VPN. Responsibilities Address first and...

  • Service Desk Analyst

    2 weeks ago

    York, North Yorkshire, United Kingdom Hays Full time

    1ST LINE SUPPORT / SERVICE DESK ANALYST / CUSTOMER SERVICE / ACTIVE DIRECTORY / INCIDENT MANAGEMENT SERVICE DESK ANALYST - 1ST LINE FT OFFICE BASED Hays Technology are partnering with a Global Technology Solutions provider to find their next Hire for the IT Support Team. Joining an experienced team of IT Support colleagues, you will be provided with...

  • Service Desk Analyst

    2 weeks ago

    York, North Yorkshire, United Kingdom Hays Full time

    1ST LINE SUPPORT / SERVICE DESK ANALYST / CUSTOMER SERVICE / ACTIVE DIRECTORY / INCIDENT MANAGEMENT SERVICE DESK ANALYST - 1ST LINE FT OFFICE BASED Hays Technology are partnering with a Global Technology Solutions provider to find their next Hire for the IT Support Team. Joining an experienced team of IT Support colleagues, you will be provided with...

  • IT Support and Service Desk Operator

    2 weeks ago

    York, North Yorkshire, United Kingdom Concept Resourcing Full time

    Job Title: Service Desk Analyst - First Line Support Location: York Salary: £26,000 Role Overview We're seeking a Service Desk Analyst to manage user queries and technical incidents. This position involves monitoring systems, prioritizing and resolving incidents, and providing support via phone, email, or VPN. Responsibilities Address first and...

  • Service Desk Manager

    4 weeks ago

    York, North Yorkshire, United Kingdom Simpson Associates Full time

    We're adding a new and exciting role to our team - which will give you the chance to work with a breadth of well-known customers. As Service Desk Manager you will be responsible for the quality and responsiveness of our service desk. Our service desk covers Microsoft Data Analytics, Cognos Analytics and Planning Analytics solutions. You will be a key...

  • Service Desk Manager

    1 week ago

    York, North Yorkshire, United Kingdom Careeraddict Full time

    Join to apply for the Service Desk Manager role at CareerAddict 4 days ago Be among the first 25 applicants Join to apply for the Service Desk Manager role at CareerAddict Save this job with your existing LinkedIn profile, or create a new one. Save this job with your existing LinkedIn profile, or create a new one. Your job seeking activity is...

  • Service Desk Manager

    4 weeks ago

    York, North Yorkshire, United Kingdom Simpson Associates Full time

    We're adding a new and exciting role to our team - which will give you the chance to work with a breadth of well-known customers. As Service Desk Manager you will be responsible for the quality and responsiveness of our service desk. Our service desk covers Microsoft Data Analytics, Cognos Analytics and Planning Analytics solutions. You will be a key...

  • IT Customer Service Analyst

    4 weeks ago

    York, United Kingdom Eden Brown Synergy Full time

    **IT Customer Service Analyst** **The Role**: **Experience & Qualifications Required**: - Strong customer service skills - Communication skills (both verbal and written) - Genuine interest in working in the IT sector - Attention to detail and accuracy - Appetite to learn and problem solve This role does not require previous experience within an IT support...

  • Data Protection Analyst

    7 days ago

    York, United Kingdom Corriculo Ltd Full time

    Data Protection Analyst / Data Protection Consultant, data protection, information rights law, Leeds, COR4950 As a Data Protection Analyst or Data Protection Consultant, would you be keen to work for a thriving Information Security Consultancy, where you will have the opportunity to provide a variety of professional information security services to a wide...

  • SOC Analyst

    18 hours ago

    York, United Kingdom Ice Recruitment Limited Full time

    SOC Analyst (Security Operations Centre Analyst)Based in York£45k-£55k (dependent on experience)THIS ROLE IS OFFICE BASED FOR 4 DAYS PER WEEKOur ClientPart of a global group and has won many accolades and awards in the CRN world. Their offering is focused around Datacenter, Security and Managed Services.Why join?Our client are a forward thinking company,...

  • SOC Analyst

    8 hours ago

    York, United Kingdom Ice Recruitment Limited Full time

    SOC Analyst (Security Operations Centre Analyst) Based in York £45k-£55k (dependent on experience) THIS ROLE IS OFFICE BASED FOR 4 DAYS PER WEEK Our Client Part of a global group and has won many accolades and awards in the CRN world. Their offering is focused around Datacenter, Security and Managed Services. Why join? Our client are a forward...

  • SOC Analyst

    24 hours ago

    York, United Kingdom Ice Recruitment Limited Full time

    SOC Analyst (Security Operations Centre Analyst)Based in York£45k-£55k (dependent on experience)THIS ROLE IS OFFICE BASED FOR 4 DAYS PER WEEKOur ClientPart of a global group and has won many accolades and awards in the CRN world. Their offering is focused around Datacenter, Security and Managed Services.Why join?Our client are a forward thinking company,...

  • Senior Business Analyst

    1 week ago

    York, United Kingdom Onebright Full time

    Onebright is the personalised mental healthcare company building a brighter way to provide life-changing support for people around the world. We work with everyone from insurance providers and companies to GPs and individuals to get people the support they need to feel better. We are looking to add additional expertise to our Projects and Transformation Team...

  • Outpatient Services Administrator

    1 month ago

    York, United Kingdom York and Scarborough Teaching Hospitals NHS Foundation Trust Full time

    We are looking to appoint a motivated individual to join our Outpatient Administration Team. We are a friendly team fulfilling a vital front line service. This post is based at **York Hospital **. This is a varied role and the post holder must be able to flexibly provide cover across three areas: - Our referral management centre, where over 300 new patient...

  • IT Customer Service

    4 weeks ago

    York, United Kingdom Adecco Full time

    **Do you have a passion for Customer Service, technology and want to start a career in IT?** Adecco Recruitment are currently looking for two IT Customer Service Analysts to join one of our prestigious clients based in York. These are temporary positions for initially 6 months with the likelihood of extension. You will be required to work on site while...

  • Receptionist, Yorkshire and The Humber Probation

    4 weeks ago

    York, United Kingdom HM Prison & Probation Service Full time

    **Details**: **Reference number**: - 350694**Salary**: - £22,096 - £24,718- A Civil Service Pension with an average employer contribution of 27%**Job grade**: - Other- NPS Pay Band 2 National**Contract type**: - Permanent**Type of role**: - Operational Delivery**Working pattern**: - Full-time, Part-time**Number of jobs available**: -...

  • HR Service Manager

    1 month ago

    York, United Kingdom Elevation Recruitment Group Full time

    Elevation HR are supporting one of our leading manufacturing clients to recruit a HR Service Manager for a 12 month FTC. They will lead a team who deliver Process Improvement, HR System Support and HR administrative advisory services as well as manage payroll delivery. Duties will include: - Build and maintain relationships with key stakeholders in order to...

  • Infrastructure Support Analyst – York

    7 days ago

    York, United Kingdom Candour Solutions Full time

    Infrastructure Support Analyst – York (outskirts – hybrid/remote) #TeamCandour have been retained to source an additional Infrastructure Support Analyst to join the burgeoning team of a thriving Microsoft Gold Partner based on the outskirts of York working on a hybrid / remote basis. One of favourite clients, these guys have won multiple industry for the...

  • Infrastructure Support Analyst

    6 days ago

    York, United Kingdom Candour Solutions Full time

    Infrastructure Support Analyst – York (outskirts – hybrid/remote) For a complete understanding of this opportunity, and what will be required to be a successful applicant, read on.#TeamCandour have been retained to source an additional Infrastructure Support Analyst to join the burgeoning team of a thriving Microsoft Gold Partner based on the outskirts...