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IT Service Desk Analyst
2 months ago
Job Title: Service Desk Analyst
Company: Gold Group Ltd
Job Type: Full-time
Location: Remote (with occasional on-site visits)
About Us: Gold Group Ltd is a leading provider of technical solutions to government agencies and other organizations. We are seeking a highly skilled Service Desk Analyst to join our team.
Key Responsibilities:- Act as the initial point of contact for external and internal customers, providing support and assistance as needed.
- Ensure all communications are answered promptly and in a professional manner.
- Respond to requests for support by identifying, registering, and categorizing incidents.
- Identify and communicate ideas for improvements in quality and/or efficiency.
- Resolve issues at first call using standard operating procedures and knowledge base.
- Troubleshoot and resolve basic technical issues.
- Minimum 1-2 years' experience working in a customer support environment.
- Excellent customer service communication skills (both verbal and written).
- Ability to obtain Government Security Clearance (SC) with no restrictions.
- IT support skills, including Microsoft Office suite, Windows 10, and Microsoft Server.
- Active Directory and User Account management.
- General knowledge of basic software installation and network hardware.
- Ability to troubleshoot technical support issues.
- A competitive salary with discretionary bonuses.
- 20% shift allowance.
- 20 working days holiday with additional time off between shift patterns.
- Additional holidays after 2 and 5 years' service.
- Subsidized Health Care Scheme.
- Internal first promotion scheme.
- Annual Professional and Training Development plan.
- Government Pension Scheme, matching contributions up to 10%.
- Perkbox employee incentive Scheme.
- Social events and gatherings.
- Recommend a friend scheme paying up to £1500.
- Local food establishments.
- Cycle to work Scheme.
- Onsite parking.
