Service Desk Analyst

2 weeks ago

Harrogate, North Yorkshire, United Kingdom Red Centric Full time

Job Summary

We are seeking a highly skilled and motivated Service Desk Analyst to join our team at Red Centric. As a Service Desk Analyst, you will be the first point of contact for our customers, providing day-to-day support and resolving technical issues in a timely and professional manner.

Key Responsibilities

  • Customer Support: Provide exceptional customer service, responding to customer inquiries and resolving technical issues via phone, email, and other communication channels.
  • Incident Management: Manage and prioritize customer incidents, ensuring timely resolution and escalating complex issues to senior team members as needed.
  • Problem Solving: Analyze and resolve technical issues, using problem-solving skills and technical expertise to identify and resolve root causes.
  • Documentation: Maintain accurate and detailed records of customer interactions, incidents, and resolutions in our ITSM tool.
  • Collaboration: Work closely with internal teams, including technical support specialists and management, to ensure seamless communication and resolution of customer issues.

Requirements

  • ITILv3/v4 Certification: Possess ITILv3/v4 certification or equivalent experience in an ITIL environment.
  • Security Clearance: Hold a valid BPSS Security Clearance, including Identity, Right to Work, Employment History, and DBS Check.
  • Technical Skills: Possess excellent technical skills, including proficiency in Microsoft Office applications and experience with ITSM tools.
  • Communication Skills: Demonstrate exceptional communication and interpersonal skills, with the ability to effectively communicate with customers and internal stakeholders.

Preferred Qualifications

  • Customer Service Experience: Possess experience in a customer-facing role, with a proven track record of providing exceptional customer service.
  • Technical Knowledge: Possess in-depth knowledge of IT systems, networks, and applications, with experience in troubleshooting and resolving technical issues.

What We Offer

  • Competitive Salary: A competitive salary and benefits package.
  • Opportunities for Growth: Opportunities for career growth and professional development within the company.
  • Collaborative Environment: A collaborative and dynamic work environment, with a team of experienced professionals.

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