Service Desk Analyst

4 weeks ago

Cheltenham, Gloucestershire, United Kingdom Randstad Technologies Full time
Job Title: Service Desk Analyst

Location: Bishops Cleeve

Salary: £32,500 plus car allowance and benefits

About the Role

We are seeking a highly skilled Service Desk Analyst to join our team at Randstad Technologies. As a Service Desk Analyst, you will be responsible for providing exceptional customer service by resolving incidents on the first call using 1st and 2nd line support knowledge and capability.

Key Responsibilities
  • Log incidents by phone into our ticketing system.
  • Ensure the ticket is correctly categorised and prioritised.
  • Demonstrate excellent communication skills over telephone & 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.
Requirements
  • Previous experience in customer service role within the IT sector.
  • Experience on a Service Desk.
  • Excellent written & 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.
  • Hold a full UK driving license.
Desirable Skills
  • Ability to quickly learn & understand user requirements.
  • A desire to learn and grow within the team.
  • Ability to work on own initiative.
  • Microsoft Windows 11.
  • Microsoft Office 365 Admin Centre.
  • Microsoft Active Directory.
About Us

Randstad Technologies is a leading specialist recruitment business for the IT & Engineering industries. We are committed to providing exceptional service to our clients and candidates.

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