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IT Service Desk Analyst

2 months ago

Macclesfield, Cheshire East, United Kingdom Elior Full time
About the Role

We are seeking an experienced IT Service Desk Analyst to join our team at Elior, a leading contract caterer with a diverse range of sectors. As an IT Service Desk Analyst, you will be an integral part of our IT service desk team, supporting a range of IT issues reported to the business and providing 1st and 2nd line support.

Key Responsibilities
  • Manage Support and Service Requests: You will be responsible for managing all aspects of support and service requests for internal customers, ensuring timely and effective resolution of incidents and service requests.
  • Provide Technical Support: You will provide technical support to employees across the business, using remote support tools and face-to-face interactions to resolve IT issues.
  • Prioritize Tasks: You will prioritize tasks in a fast-paced environment, ensuring that all support requests are addressed in a timely and efficient manner.
  • Document Processes: You will be responsible for keeping documentation up to date on new and existing processes, ensuring that all IT procedures are well-documented and easily accessible.
  • Liaise with Suppliers: You will liaise with 3rd party suppliers where incidents cannot be dealt with in-house, ensuring that all support requests are resolved in a timely and effective manner.
Requirements
  • Experience: You will have a minimum of 3 years' experience working in an IT Helpdesk/Service Desk Environment, specifically with a strong working knowledge of Microsoft Desktop solutions.
  • ITIL Foundation: You will have ITIL foundation or equivalent, with experience using ITSM tools and working towards SLA targets.
  • Excellent Interpersonal Skills: You will have excellent interpersonal skills, with the ability to communicate effectively with employees at all levels of the business.
  • Attention to Detail: You will have attention to detail, with the ability to accurately record and track IT incidents and service requests.
  • Adaptability: You will be able to adapt to working in a changing environment, with the ability to prioritize tasks and manage multiple support requests simultaneously.
What We Offer
  • Competitive Salary: We offer a competitive salary of up to £27,000 DOE, plus a range of company benefits.
  • Flexible Working: We offer flexible working arrangements, including full-time and part-time roles, with varying shift patterns across the business.
  • Hybrid Working Model: We offer a hybrid working model, allowing colleagues to collaborate and innovate in the office three days a week, while enjoying focused work-from-home days.
  • Generous Holiday Allowance: We offer a generous holiday allowance of 31 days, including bank holidays, plus additional holiday purchase options.
  • Family Leave: We offer flexible family leave options, allowing colleagues to prioritize family commitments.
  • Paid Charity Leave: We offer two additional paid days for charity work, allowing colleagues to make a positive impact.