Service Desk Analyst

2 hours ago

East Calder, West Lothian, United Kingdom Sky Full time
Job Title: Service Desk Analyst

As a Service Desk Analyst at Sky, you will be the first point of contact for customers seeking technical support. Your primary responsibility will be to provide timely and effective solutions to customer inquiries, ensuring a positive experience and building trust in our brand.

Key Responsibilities:
  • Respond to customer inquiries via phone, email, and chat, providing accurate and concise information to resolve issues.
  • Log, record, and prioritize incidents received by the Service Desk, ensuring timely resolution and adherence to Service Level Agreements (SLAs).
  • Facilitate warm transfers to Service Desk Technical Specialists, maintaining professionalism and ensuring seamless customer experience.
  • Perform user administration and provide general support, ensuring online requests, incidents, and requests are assigned and managed in line with SLAs.
  • Contribute to the effective service provision of the Service Desk Team by adhering to processes and guidelines.
  • Adhere to Sky's hybrid work policies, health and safety procedures, and contribute to maintaining a safe and healthy workplace.
Requirements:
  • Proficiency in Italian, both written and spoken.
  • Previous experience working within a Service Desk or Help Desk environment.
  • Experience handling and resolving technical issues across multiple devices and operating systems, such as Windows 10 & 11, Mac OS & iOS, and Android.
  • Familiarity with using ticket management systems, such as Service-Now.
  • Strong problem-solving abilities and a creative approach to overcoming challenges.
  • Demonstrated ability to deliver excellent customer service.
What We Offer:
  • A generous pension package.
  • Private healthcare.
  • Discounted mobile and broadband.
  • Your office space.

Our lively campus is a free shuttle bus away from Livingston South train station and the town centre. Plus, there's onsite parking available for cars, motorbikes, and bicycles. You'll be well fed at our subsidised canteen, and you can keep in shape at our onsite gym - or play a game of pool or table tennis.

We are a Disability Confident Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all, and will make reasonable adjustments to support you where appropriate.

We've embraced hybrid working and split our time between unique office spaces and the convenience of working from home. You'll find out more about what hybrid working looks like for your role later on in the recruitment process.

Inventive, forward-thinking minds come together to work in Tech, Product, and Data at Sky. We support our community and contribute to a sustainable future for our business and the planet.

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