IT Support Analyst

5 days ago


Cheltenham, Gloucestershire, United Kingdom Randstad UK Holding Full time

Job Summary:

We are seeking a highly skilled Service Desk Analyst to join our team at Randstad UK Holding. As a Service Desk Analyst, you will be responsible for providing exceptional customer service by resolving incidents on first call using 1st and 2nd line support knowledge and capability.

Key Responsibilities:

  • Manage incoming calls to the Service Desk, providing timely and effective support to customers.
  • Escalate incidents and requests to the appropriate support teams within the department to ensure prompt resolution.
  • Update and maintain information on the call logging system to ensure accurate tracking and reporting.
  • Review incidents and requests with staff to continuously improve service delivery provision.
  • Provide first and second line support through the call-logging software, ensuring incidents and requests are resolved and implemented to agreed standards and timescales.
  • Monitor and measure IT service provision to staff using a variety of performance measurement tools.

Requirements:

  • Excellent customer service skills, with the ability to work under pressure and maintain a professional attitude.
  • Excellent interpersonal skills, both face-to-face and over the phone.
  • A full UK driving license is required.
  • Proficiency in Microsoft Windows 11 and Microsoft Office 365 Admin Centre.
  • A team player with a strong work ethic and commitment to delivering high-quality results.

About the Role:

This is an exciting opportunity to join our team as a Service Desk Analyst and contribute to the delivery of exceptional customer service. If you are a motivated and customer-focused individual with a passion for IT support, we encourage you to apply.


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