Service Desk Support Specialist

2 weeks ago


Hemel Hempstead, Hertfordshire, United Kingdom Sir Robert McAlpine Full time
Service Desk Analyst Opportunity

Sir Robert McAlpine is a family-owned business with a rich history of 155 years, committed to excellence and a culture that brings out the best in people. We're excited to continue our legacy through new projects and opportunities.

As a Service Desk Analyst, you'll be part of a collaborative team that's passionate about delivering exceptional support to our customers. Your key responsibilities will include:

Key Responsibilities:
  • Troubleshoot IT issues and requests, providing day-to-day operational resolution of technical support issues
  • Maintain and promote the use of our Knowledgebase
  • Monitor Service Desk statistics to improve efficiency
  • Work closely with other Analysts and Teams to resolve issues and improve support responses
  • Provide backfill and cover for other Analysts as needed
  • Capture information effectively if a ticket needs to be escalated to another team
  • Learn from other teams and cross-train knowledge back into the Service Desk team
Requirements:
  • Strong analytical skills and a solution-driven approach
  • Patient and understanding attitude towards customer needs
  • Strong communication skills at all levels
  • Ability to prioritize tasks effectively
  • Willingness to adapt and learn
  • Technical skills and knowledge in areas such as Active Directory, Windows client and Server OS, Networking, Android OS, and Microsoft cloud products (O365)
  • Minimum 2+ years of IT support experience
Desirable:
  • IT-related qualifications
  • Root cause analysis skills
  • MS Technical Certification
  • ITIL Knowledge

We offer a competitive rewards package with flexible benefits to fit your lifestyle and priorities. Our goal is to create a supportive, empowering, and inclusive environment for every member of our team. If you're passionate about delivering exceptional support and want to be part of a collaborative team, we'd love to hear from you.



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