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IT Service Desk Analyst
2 months ago
We are seeking a highly skilled and experienced IT Service Desk Analyst to join our team at Elior. As an IT Service Desk Analyst, you will be responsible for providing first- and second-line technical support to our internal customers, resolving IT issues and service requests in a timely and efficient manner.
Key Responsibilities- Manage all aspects of support and service requests for internal customers, ensuring timely and effective resolution of IT issues.
- Provide high-quality technical support via phone, remote support tools, and face-to-face interactions with stakeholders and directors.
- Manage the overall resolution of incidents and service requests, including a high first-time fix percentage of received calls.
- Prioritize tasks in a fast-paced environment, ensuring that all support requests are addressed promptly and efficiently.
- Keep documentation up to date on new and existing processes, ensuring that all relevant information is accurately recorded and easily accessible.
- Liaise with 3rd party suppliers where incidents cannot be dealt with in-house, ensuring that all necessary support is provided to internal customers.
- Work independently, using initiative and problem-solving skills to resolve complex technical issues.
- Minimum of 3 years' experience working in an IT Helpdesk/Service Desk environment, specifically with a strong working knowledge of Microsoft Desktop solutions.
- ITIL foundation or equivalent (desired).
- Experience using ITSM tools and working towards SLA targets.
- Excellent interpersonal skills, with the ability to communicate effectively with stakeholders and directors.
- Attention to detail, with the ability to accurately record and document all support requests and incidents.
- Ability to remain calm under pressure and make rapid decisions based on available information.
- Experience supporting users directly in-person from stakeholders to director level.
We offer a competitive salary of up to £27,000 DOE, plus a range of company benefits, including flexible working, hybrid working model, holiday allowance, additional holiday purchase option, family leave, paid charity leave, life assurance, workplace pension schemes, discounts, cashback, entertainment, leisure discounts, and a cycle to work scheme.
We are committed to an inclusive culture and want our people to feel appreciated, supported, and fulfilled. We strive to ensure that our colleagues feel valued and recognized for their contributions, and we offer a range of benefits and rewards to support this goal.
