Technical Service Desk Analyst
3 weeks ago
City IT is committed to delivering innovative solutions to enable our business to better serve our customers today and in the future.
We recognise that technology and data are at the forefront of this, and we need talented and creative people across all areas to join us in delivering our evolution to enable our forward-thinking business over the next few years and beyond.
About the Role:
We are seeking an experienced IT Support Specialist to join our Service Operations department as a Technical Service Desk Analyst. As a member of our team, you will be responsible for ensuring that our users receive timely and effective technical assistance.
You will be an integral part of our Service Operations department in being that first point of contact for our internal business users, providing technical support and troubleshooting assistance for IT-related issues.
Your Key Responsibilities:
- Act as the primary contact for IT-related incidents and service requests via various channels, ensuring a prompt and efficient initial response.
- Log and track all incidents and service requests meticulously in the ticketing system, ensuring accurate and timely documentation to meet service level agreements.
- Provide first-level technical support to address hardware, software, and network-related issues, resolving incidents and service requests efficiently while escalating complex issues to appropriate teams for further investigation and resolution where necessary.
- Collaborate with other IT teams to facilitate incident resolution, share knowledge, and contribute to end-user training and assistance with IT systems, software applications, and tools.
- Maintain a high level of professionalism and customer service in interactions with users, continuously update technical knowledge, and actively contribute to the improvement of service desk processes, procedures, and knowledge base documentation.
Your Requirements:
- Prior experience in an IT support/Customer Service role.
- Excellent customer service and communication skills.
- Strong knowledge of desktops, laptops, mobile devices, operating systems (Windows, macOS), and common software applications (Microsoft Office, email clients, web browsers, etc.).
- Strong problem-solving and analytical skills, with the ability to prioritise and manage multiple tasks both independently and collaboratively.
- Flexibility to work in shifts and participate in an on-call rotation if required.
Salary Information:
The estimated annual salary for this role is £38,500 - £42,000 based on your experience and qualifications.
Benefits:
- Competitive basic salary.
- Annual IT Bonus scheme.
- MySavings - Employee Discount Platform.
- Pension: 3% employer contribution / 3% employee contribution (Total 6%).
- Champion Health – a comprehensive physical, mental & financial wellbeing platform, offering bespoke content on all aspects of wellbeing & life including recipes, workouts, blogs and loads of other content for you.
- Free use of the state-of-the-art private gym at our award-winning IT Headquarters.
Location:
- This role will be based on-site initially at our IT Head office on Meadowfield Industrial estate, Durham and then will transition into hybrid working after full training is complete.
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