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Service Desk Analyst
2 months ago
We are seeking a highly skilled Service Desk Analyst to join our team at Vistry Group PLC. As a Service Desk Analyst, you will be responsible for providing exceptional customer service by resolving incidents on first call using 1st and 2nd line support knowledge and capability.
Key Responsibilities- Log incidents by phone into our ticketing system and ensure tickets are 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.
- 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.
- 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.
- Ability to work under pressure.
- Hold a full UK driving license.
Vistry Group PLC is the UK's leading provider of affordable mixed-tenure homes. Our core values of integrity, caring, and quality shape all we do; our partnership-led approach helps us build sustainable communities where they're needed most.
We're proud that our culture sees everyone treated fairly and respectfully, with diversity and inclusion a top priority and reasonable adjustments provided during the application process.
