Service Desk Analyst

4 weeks ago


Exeter, Devon, United Kingdom Mears Full time
Mears seeks a skilled Service Desk Analyst to join our dynamic IT team in Exeter. As a key member of our Service Desk, you will provide high-quality first-line IT support to customers, resolving a wide range of technical issues in a professional and courteous manner.

Your primary responsibilities will include:

* Providing phone support to customers, using your excellent communication skills to identify and resolve their technical issues.

* Qualifying, investigating, and resolving IT issues and requests in line with agreed Service Levels.

* Escalating as necessary to ensure a prompt restoration of service, arranging for the relevant team to address and resolve incidents.

* Collaborating with the ServiceNow team to ensure that everyone is using the platform as efficiently as possible and that users can interact with IT with ease.

* Identifying trends of issues and creating appropriate problem records.

* Identifying trends or areas for improvement and working with the relevant teams to implement changes.

* Fostering a culture of knowledge sharing and continuous improvement within the Service Desk team.

In return, you can look forward to a competitive salary, plus excellent company benefits, including 25 days annual leave plus bank holidays, remote working, and a pension scheme.

We are proud to be on the list of the Sunday Times 25 Best Big Companies to work for, and on the Social Mobility Index of the top 75 employers in the UK for our commitment to social mobility.

If you are a motivated and customer-focused individual with excellent technical skills, we would love to hear from you.

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