IT Service Desk Support Specialist

4 weeks ago


Caerphilly, United Kingdom phs Group Full time

Unlock Your Career Potential as an IT Service Desk Analyst at phs Group

We're seeking a skilled and customer-focused IT Service Desk Analyst to join our team at phs Group. As a key member of our IT department, you'll play a vital role in providing exceptional support to our end-users, ensuring their technical queries are resolved promptly and efficiently.

Your Key Responsibilities:

  • Support our end-users with service requests and incidents via telephone, email, or our call logging system
  • Manage queries related to system software, applications, and hardware
  • Follow customer issues through to their conclusion to ensure resolution
  • Log, document, and update contacts and actions to support the customer
  • Escalate unresolved issues to the appropriate engineer with concise details and actions
  • Assist in creating technical documents, training material, and work/focus groups

What We're Looking For:

  • Experience in an IT Service Desk environment (highly desirable)
  • Strong knowledge of MS Office products
  • Good understanding of common technologies in the desktop user environment
  • Understanding of ITIL practices
  • Excellent verbal, written, and communication skills
  • Brilliant customer service skills – calm, positive, professional, and a great listener
  • Good organisation and time management skills
  • A natural inclination to find resolutions and work effectively within a team

What We Offer:

  • A competitive salary of £23,795.20 in a permanent full-time position
  • No weekend or evening working – great hours Monday to Friday (40 hours a week)
  • Opportunities to develop your career in a successful, market-leading company
  • Training opportunities to expand your skills
  • Apprenticeship opportunities on completion of the probationary period
  • Remote working from home may be possible after completion of the first 6 months of employment
  • 23 days holiday plus bank holidays (31 days in total)
  • Buy/Sell holiday scheme
  • Amazing employee discounts with major supermarkets and retailers
  • Free parking onsite
  • Other benefits such as improved parental leave, a 24-hour wellbeing helpline, cycle to work scheme, pension scheme, life assurance, and more...


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