IT Service Desk Specialist

7 days ago

Swindon, Swindon, United Kingdom Peaple Talent Full time
About the Role

We are seeking a highly motivated IT Service Desk Analyst to join our team at Peaple Talent. As a key member of our IT department, you will play a critical role in providing exceptional customer service and resolving IT issues to a high standard.

Key Responsibilities
  • Deliver Exceptional Customer Service: Provide timely and effective support to our customers, ensuring high levels of customer satisfaction.
  • Log and Resolve IT Incidents: Accurately log IT incidents and service requests, managing ticket queues, and ensuring timely resolution within Service Level Agreements (SLAs).
  • Perform Remote Troubleshooting: Use diagnostic techniques to troubleshoot technical desktop and application issues, providing high-quality triage of calls.
  • Support a Variety of Technologies: Support a range of technologies, including Audio Visual, desk & mobile phones, laptops, Microsoft Dynamics, Office 365, and in-house applications.
  • Make Informed Decisions: Make informed decisions on issues that require escalation to management, ensuring prompt and effective resolution.
  • Escalate Major Incidents: Escalate major incidents promptly and clearly, gathering comprehensive details on the incident and its impact.
  • Contribute to the Knowledgebase: Contribute to the internal Knowledgebase by creating documentation, ensuring that knowledge is shared and retained within the team.
  • Improve Service Desk Offerings: Continuously seek to improve service desk offerings and the overall customer experience, identifying areas for improvement and implementing changes as needed.
Requirements
  • Extensive Experience: Extensive experience as an IT Service Desk Analyst, preferably across multiple organizations or within a service provider.
  • Strong Technical Foundation: Strong technical foundation with excellent Office 365, desktop, and application support skills.
  • Proficiency in Troubleshooting: Proficiency in troubleshooting technical desktop and application issues, with a strong analytical and problem-solving skillset.
  • Good Knowledge of Microsoft Operating Systems: Good knowledge of Microsoft Operating Systems and Active Directory administration.
  • Strong Customer Service Ethos: Strong customer service ethos, with a passion for delivering outstanding service and ensuring high levels of customer satisfaction.
  • Excellent Communication Skills: Excellent communication skills, both written and verbal, with a professional telephone manner.
  • Ability to Work Under Pressure: Ability to work under pressure, meet strict deadlines, and maintain attention to detail.
  • Experience in a Financial Advisors or FCA Regulated Environment: Experience working in a Financial Advisors or FCA regulated environment is preferred.
  • Knowledge of ITIL V3 or V4: Knowledge of ITIL V3 or V4 and experience using Assyst is desirable.
Benefits
  • Generous Holiday Entitlement: 25 days holiday + bank holidays, with the option to buy up to 10 additional days.
  • Pension Scheme: Contribute up to 5% and the company will match it, plus an additional 5%.
  • Critical Illness Cover: Critical illness cover.
  • Income Protection: Income protection: 1x salary.
  • Death in Service: Death in service: 4x salary.
  • Bonus Scheme: Bonus scheme: 7.5% on target bonus.
  • Flexible Benefits: Flexible benefits, including private medical insurance, dental insurance, and more.

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