Service Desk Analyst

1 day ago


Livingston, West Lothian, United Kingdom Sky Full time
About the Role

We are seeking a highly skilled Service Desk Analyst to join our team at Sky. As a Service Desk Analyst, you will be responsible for providing technical support to our customers, resolving technical issues, and ensuring that our services are delivered to the highest standard.

Key Responsibilities
  • Technical Support: Provide prompt and effective technical support to customers via phone, email, and chat.
  • Incident Management: Log, record, and prioritize all incidents received by the Service Desk, and ensure that they are resolved in a timely manner.
  • User Administration: Perform user administration tasks, including creating and managing user accounts, and providing general support to customers.
  • Compliance: Ensure that all online requests, incidents, and requests are assigned and managed in line with Service Level Agreements (SLAs), and contribute to the effective service provision of the Service Desk Team.
Requirements
  • Language Skills: Proficiency in Italian, both written and spoken.
  • Support Desk Experience: Previous experience working within a Service Desk or Help Desk environment.
  • Technical Expertise: Experience in handling and resolving technical issues, across multiple devices and operating systems, including Windows 10 & 11, Mac OS & iOS, and Android.
  • Ticket Management Systems: Familiarity with using ticket management systems, such as Service-Now.
  • Problem-Solving: Strong problem-solving abilities and a creative approach to overcoming challenges.
  • Customer Experience: Demonstrated ability to deliver excellent customer service.
About Sky

Sky is a leading media and telecommunications company that provides a range of services, including broadband, mobile, and TV. We are committed to delivering exceptional customer experiences and are seeking a highly skilled Service Desk Analyst to join our team.

What We Offer
  • Competitive Salary: We offer a competitive salary and benefits package.
  • Opportunities for Growth: We offer opportunities for growth and development, including training and career progression.
  • Collaborative Team Environment: We have a collaborative team environment that values diversity and inclusion.
  • Flexible Working Arrangements: We offer flexible working arrangements, including hybrid working.


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