Service Desk Analyst

20 hours ago

Glasgow, Glasgow City, United Kingdom Getronics Full time
Service Desk Analyst

Getronics is seeking a skilled Service Desk Analyst to join our team in Glasgow. As a Service Desk Analyst, you will be the first point of contact for clients, providing technical support and resolving issues in a timely and professional manner.

Key Responsibilities:
  • Answer client calls and respond to emails in a timely and professional manner
  • Analyze and interpret client enquiries to ascertain and solve their issue
  • Proactively provide accurate and creative solutions to client problems, while meeting all predefined quality measurements
  • Record client enquiries and process paperwork/systems relevant
  • Liaise internally with colleagues, vendors and management to enable client enquiries to be answered and problems resolved
Requirements:
  • Relevant experience working in a customer service environment
  • Experience in a technical helpdesk environment
  • Technical qualification would be beneficial
  • Strong communication skills with clients, colleagues and management
  • Ability to take on full responsibility, with customers at your focus, and the ability to make good judgements
  • Initiative and time management skills
  • Ability to work as a team with colleagues, building relationships remotely, and discuss options with subject matter experts, vendors or management when unable to resolve an incident or request
What We Offer:
  • Hybrid working – between our Glasgow office and home
  • Great opportunities for career progression to 2nd line support and throughout the business
  • 25 days holiday (with the opportunity to buy/sell extra days) plus statutory bank holidays
  • Full training provided as part of robust induction process, including opportunities for continual development with our NorthStar online learning platform which has over 80,000 courses available
  • Employee Referral Scheme
  • Flexible benefits package that aims to offer something for everyone
  • GetVibes – our active listening program enabling us to connect and listen to feedback from all colleagues, as a business we then work together to devise action plans to continually improve and develop Getronics
  • 24/7 advice and support across a wealth of topics with free access to our Employee Assistance Programme
  • Company Pension Scheme, plus life assurance, and access to our free Digital GP app via Aviva
  • Private medical cover after 12 months
  • Global Recognition Program – 40+ awards were made last year in the UK under our RecogniseMe scheme

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