IT Service Desk Analyst

6 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, ensuring that their IT issues are resolved efficiently and effectively.

Key Responsibilities
  • Manage all aspects of support and service requests for internal customers, ensuring timely and effective resolution of issues.
  • 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, achieving a high first-time fix percentage.
  • Prioritize tasks in a fast-paced environment, ensuring that all support requests are addressed promptly and efficiently.
  • Keep documentation up to date on new and existing processes, ensuring that all relevant information is readily available.
  • Liaise with 3rd party suppliers where incidents cannot be dealt with in-house, ensuring that all necessary support is provided.
  • Work independently, using your own initiative to resolve issues and improve processes.
Requirements
  • Minimum of 3 years' experience working in an IT Helpdesk/Service Desk environment, with a strong working knowledge of Microsoft Desktop solutions.
  • ITIL foundation or equivalent, with experience using ITSM tools and working towards SLA targets.
  • Excellent interpersonal skills, with the ability to communicate effectively with stakeholders at all levels.
  • Ability to remain calm under pressure, making rapid decisions based on available information.
  • Experience in 1st and 2nd line desktop support, with a strong understanding of IT systems and processes.
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, where our colleagues feel appreciated, supported, and fulfilled.

We offer a range of benefits, including flexible working, hybrid working model, holiday allowance, and additional holiday purchase option. We also provide access to mental health support, comprehensive wellbeing benefits, and a range of discounts and cashback schemes.

At Elior, we strive to enrich lives everywhere, every day. We are committed to celebrating a culture of equality, diversity, and inclusion, and we want our people to feel proud to work for us.

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