Service Desk Analyst
4 weeks ago
Location: Bishops Cleeve
Salary: £32,500 plus car allowance and benefits
About the RoleWe 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.
- 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.
- 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.
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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