IT Service Desk Analyst

4 days ago

Milton Keynes, United Kingdom Human Capital Ventures Full time

Our client is an FTSE-250 eCommerce business and globally recognized brand, which has successfully disrupted its industry through digital innovation and thought-leadership. Their digital eCommerce platforms generate up to £1million in orders per hour atpeak, with over 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 4 days on/2 days off rotation (Including weekends and public holidays when rostered) with arequirement 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 that 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 Competitive

**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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