Service Desk Analyst

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients.  We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications.  We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

About the role:

• As a Service Desk Analyst, you will provide a coordinated, consistent and effective 1st Line IT technical support in a mixed Windows/Exchange environment to end users, resolving problems and issues in-line with documented procedures,
• You will be responding to requests for IT assistance and service from end users, dealing with enquiries efficiently in a polite and courteous manner,
• You will be logging and categorising customer interactions concisely and efficiently, while taking ownership and following these up to completion.
• The role will be based on-site in a fantastic working environment. where you will join an experienced and talented team with support and development opportunities to the fore.

Skills & Experience

• Experience in a similar 1st Line Support role,
• Excellent customer facing communication skills and the confidence, enthusiasm and drive required to deliver a first-class experience to end users,
• Ability to work under pressure within a busy team environment,
• Understanding of Information Technology set-up, configuration and management utilising Microsoft tools such as Active Directory,
• Excellent written and verbal communication skills.
• Delivering a consistent first-class service to customer
• Awareness of ITIL processes and functions,
• Experience of working in a user support role,
• ITIL Foundation V4 qualification (or working towards),

At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life.  In addition to a Competitive Salary, here's what you can expect as part of our benefits package:

Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.

Flexible working: Flexible work arrangements to support your work-life balance.  We can't promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.

A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more…..

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement.  If you don't tick all the boxes but feel you have some of the relevant skills and experience we're looking for, please do consider applying and highlight your transferable skills and experience.  We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.