Technical Support Professional

1 week ago

Cheltenham, Gloucestershire, United Kingdom Randstad Full time £32,500

Job Summary

We are seeking a highly skilled Service Desk Analyst to join our team at Randstad. As a Service Desk Analyst, you will be responsible for providing exceptional customer service by resolving incidents on the first call, utilizing 1st and 2nd line support knowledge and capability.

Key Responsibilities

  • Log incidents by phone into our ticketing system.
  • Ensure the ticket is correctly categorized and prioritized.
  • Demonstrate excellent communication skills over telephone and email.
  • Develop and maintain self-service documentation.
  • Responsible for keeping the user informed on the progress of their support ticket.
  • Escalate tickets where required to other teams within the department.
  • Work with the team to reduce repeatable incidents.

Requirements

  • Previous experience in a customer service role within the IT sector.
  • Experience on a Service Desk.
  • Excellent written and oral communication skills, ability to influence others at all levels.
  • A background knowledge of ITSM tool.
  • Some knowledge of IT peripherals like printers, Meraki hardware, and iPhones/iPads.
  • Excellent customer service skills.
  • Excellent interpersonal skills both face-to-face and over the phone.
  • Hold a full UK driving license.

Desirable Skills

  • Ability to quickly learn and understand user requirements.
  • A desire to learn and grow within the team.
  • Ability to work on own initiative.
  • Microsoft Windows 11.
  • Microsoft Office 365 Admin Centre.
  • Microsoft Active Directory.

About the Role

  • Work with the Service Desk team to provide services to all users.
  • May require the delivery of new equipment (laptops, printers, iPhones/iPads, and tablets).
  • Maintain users (account configuration, starters, and leavers, support new starters).
  • Travel to regional and site-based offices when required (transport may be provided).
  • Support and troubleshoot services and components.
  • Provide 1st line support on all allocated tickets.
  • Update, process, and maintain documentation.
  • Communicate and escalate known/reoccurring issues to the Service Desk Manager.
  • Provide training to end users and other members of IT staff as required.
  • Adhere to the IT Security Policy at all times.
  • Communicate with other members of the IT department to ensure internal SLAs are met.

What We Offer

  • Competitive salary.
  • Agile working possible (dependent on role).
  • Up to 33 days annual leave plus bank holidays.
  • Private Healthcare.
  • Enhanced maternity, paternity, and adoption leave.
  • Competitive contributory pension scheme.
  • Life assurance – 4 x your annual salary.
  • Share incentive schemes.
  • Employee rewards portal with many more benefits.

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