IT Service Desk Analyst

4 days ago

Macclesfield, Cheshire East, United Kingdom Elior Full time
About the Role

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.
  • 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 and maintain accurate documentation of new and existing processes.
  • Liaise with 3rd party suppliers where incidents cannot be dealt with in-house.
  • Work independently and collaboratively as part of the IT service desk team.
Requirements
  • 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 a focus on customer service and attention to detail.
  • Ability to remain calm under pressure and make rapid decisions based on available information.
  • Experience in 1st and 2nd line desktop support.
What We Offer
  • Competitive salary of up to £27,000 DOE.
  • A range of company benefits, including flexible working, hybrid working model, holiday allowance, and additional holiday purchase option.
  • Opportunities for career progression and professional development.
  • A comprehensive wellbeing package, including mental health support and access to a cycle to work scheme.
About Elior

Elior is a multi-award-winning people business and one of the UK's leading contract caterers, with over 10,000 colleagues operating across a diverse range of sectors. We are committed to an inclusive culture and want our people to feel appreciated, supported, and fulfilled.

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