Service Desk Analyst

19 hours ago

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

At Sky, we're looking for a skilled Service Desk Analyst to join our team. As a Service Desk Analyst, you'll be the first point of contact for customers experiencing technical issues with our products and services.

Key Responsibilities:
  • Provide first and second-line technical support to customers via phone, email, and chat.
  • Log, record, and prioritize all incidents received by the Service Desk.
  • Facilitate warm transfers to Service Desk Technical Specialists as needed.
  • Perform user administration and provide general support.
  • Ensure online requests, incidents, and requests are assigned and managed in line with SLAs.
Requirements:
  • Previous experience working within a Service Desk or Help Desk environment.
  • Strong problem-solving abilities and a creative approach to overcoming challenges.
  • Excellent customer service skills and the ability to deliver high-quality support.
  • Familiarity with ticket management systems such as Service-Now.
  • Proficiency in Italian, both written and spoken.
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.

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