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IT Support Specialist

1 month ago

High Wycombe, Buckinghamshire, United Kingdom Biffa group Full time
Service Desk Role

We are seeking a highly motivated and customer-focused Service Desk Analyst to provide first-line technical support for all IT, telephony, network, and application issues across the Biffa group.

Salary: £32,500 per annum

About the Job

This is an office-based role that involves working on a rota to cover our opening hours of 7am to 6pm, Monday to Friday. As a Service Desk Analyst, you will be responsible for delivering excellent communication skills, a passion for customer service, and being a quick learner.

Main Responsibilities
  • Handle customer incident or request tickets in a professional manner.
  • Answer calls and respond to emails from users regarding new and current tickets.
  • Ensure all relevant information regarding the issue is obtained at the point of logging the ticket.
  • Provide timely resolution (preferably on first contact) or escalation of incidents and requests with regular updates to end-users until the point of resolution.
  • Log tickets with relevant third parties.
  • Comply with current Service Desk standards, policies, and procedures.
  • Establish and develop relationships with other IT teams through frequent and constructive communication.
  • Identify and implement process improvements.
  • Update Knowledge Base articles as and when required.
  • Assist with the training of new Service Desk staff.
Requirements
  • Previous Service Desk experience.
  • Proficient user of Microsoft packages.
  • Ability to manage own workload effectively and efficiently while keeping to strict deadlines.