IT Service Desk Analyst

6 days ago

Milton Keynes, United Kingdom Human Capital Ventures Full time

Our client is a FTSE-250 business and globally recognized brand, which has successfully disrupted their industry through digital innovation and thought-leadership. Their digital eCommerce platforms generate up to £1million in orders per hour at peak, withover 10m subscribers to their mobile app and multiple awards to their name.

Following a recent re-structure of their support team and several internal promotions a unique opportunity has arisen for an IT Service Desk Analyst to join their award-winning team.

As IT Service Desk Analyst, you will work remotely from home providing support to our client users base throughout the UK working a varied shift pattern following a 4 days on/2 days off rotation (Including weekends and public holidays when rostered) witha requirement for an occasional nightshift.

**Responsibilities**
- Troubleshooting high volumes of calls whilst maintaining a good first-time resolution and fix rate (minimum 75% FCR)
- Manage the end-to-end fulfillment and resolutions of IT Technical faults
- Monitor and maintain SLA’s and KPI’s defined by the Service Desk Management team
- Keep abreast with emerging technologies which the business continues to deploy
- Communicate with a variety of key business stakeholders and customers
- Contribute towards the expanding knowledge base; edit, review and develop knowledge articles to improve efficiency.
- Ensure the closure of incident requests when a resolution has been verified to the end-user
- Provide support and training to Junior/Trainee Service Desk Analysts

**Requirements**:

- Willingness to work 'mixed-shift patterns’, consisting of an Early, Late
- and occasional-Night Shift (4 days on, 2 days off).
- Excellent communication skills; both verbal and written
- Broad technical knowledge; Windows Operating Systems, MS Office Applications (Excel, Outlook/Exchange, Word), Hardware Fix & Support, Networking, Software.
- Prior experience supporting Retail IT and Point of Sale systems desirable.
- Minimum of 12 months prior IT Service Desk/IT Support experience
- Ability to learn and adapt to new emerges in technologies

Our client has recently transformed their Head Office into a hot desking and conferencing center with all employees now classified as remote, with an expectation that they will attend the Milton Keynes head office just for collaboration, team meetings andcompany events.

**Salary**:Very Attractive

**Benefits**: Annual Bonus, Annual Share Allocation, Share Save Scheme, Private Medical Insurance, 25 days holiday, 35-hour working week, product discounts & more

**Term**:Permanent

**Location**: Remote/WFH (Occasional travel to clients Milton Keynes HQ)

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