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IT Support Analyst

3 months ago

Chorley, Lancashire, United Kingdom ESG Full time

Service Desk Analyst

Salary Range: £23,310 - £30,000

Work Arrangement: HYBRID ROLE

Working Hours:

Monday - Friday, 37.5 hours per week

We are a forward-thinking and leading software and services provider located in Chorley, catering to clients within the utility sector, from emerging companies to established suppliers. Our focus is on delivering advanced software solutions and managed services within a Private Cloud environment, serving both traditional and innovative real-time, smart energy clients.

KEY RESPONSIBILITIES

  • Log and respond to service desk inquiries via calls and emails directed to the ESG Service Desk.
  • Manage the triage process for service desk tickets, ensuring proper prioritization and assignment to first and second line support teams.
  • Oversee the management, monitoring, and escalation of service desk tickets to ensure compliance with contracted Service Level Agreements (SLAs).
  • Collaborate with various departments within ESG to facilitate timely and effective resolution of service desk tickets.
  • Provide courteous, professional, and prompt responses to customer inquiries on the helpdesk.
  • Contribute to building strong customer relationships.
  • Understand and adhere to the principles of ISO27001, ISO 9001, and other regulatory requirements, ensuring compliance in our service desk operations and participating in ISO accreditations.

ABOUT YOU

The ideal candidate will possess:

  • Exceptional interpersonal skills and the ability to work collaboratively within a team.
  • Strong written and verbal communication skills, demonstrating clarity and diplomacy.
  • A commitment to delivering outstanding customer service with a sense of pride and accountability.
  • A detail-oriented approach with strong analytical capabilities.
  • Self-motivation and a willingness to engage beyond direct responsibilities.
  • The ability to present a professional image.
  • Capability to perform effectively under pressure.
  • A focus on both detail and accuracy.
  • The ability to work independently as well as part of a team.
  • Tact and diplomacy, with the ability to influence others.

Desirable Qualifications:

  • Previous experience in a Service Desk role.
  • Familiarity with the industry.
  • SQL knowledge is advantageous.
  • Experience in an ITIL environment is preferred.
  • Demonstration of ESG's core values:

-Excellence: Accountability for delivering our best.

-Passion: Showing commitment every day.

-Integrity: Doing the right thing when unobserved.

-Collaboration: Working together to achieve success.

COMPANY BENEFITS

  • Life Assurance
  • Health Cash Plan
  • Enhanced Maternity Leave: 13 weeks full pay, followed by 13 weeks half pay
  • Enhanced Paternity Leave: 4 weeks full pay
  • Holiday buy scheme
  • Employee Assistance Programme
  • Discounted Leisure Memberships
  • Cycle to Work Scheme
  • Electric Vehicle & Hybrid Car Scheme
  • Long Service Awards
  • Private Medical Insurance

And many more benefits await you.

For a comprehensive job specification, please visit our careers page under the "Industry Operations" section.