IT Service Desk Analyst

2 weeks ago

Market Drayton, United Kingdom Culina Logistics Full time

**Company Description**

Culina Group Limited, through its subsidiaries, provides logistics, warehousing, distribution, and other services for the food and drink industry in United Kingdom and Ireland. It provides chilled, ambient, contract packaging, and bonded logistics services,as well as value-added services, such as online visibility and systems integration, pallet management, and supply chain management.

We now have an opportunity for a IT Service Desk Analyst to join our IT department based out of our head office in Market Drayton

Shift: Monday to Friday

**Main Responsibilities**:

- Logging and classification of incidents.
- Investigation and diagnosis of incidents.
- Proactive monitoring of incidents ensuring timely escalation, resolution and incident closure.
- Creation of support documentation.
- Liaison with suppliers, service groups and customers to ensure that agreed service levels are met.
- Proven experience in a busy customer focused environment.
- Excellent telephone manner with proven ability in customer service techniques.
- Demonstrable problem solving skills with the ability to look beyond the obvious.
- Monitor Resolved tickets and contact users to ensure satisfied with resolution - close tickets.
- Policy & procedural control checks such as auditing starters/leavers process, asset registering.
- System Builds.
- Logging Printer repairs with 3rd parties.
- Providing Out of Hours Support to the Business (on completion of training).

**Qualifications**
- Degree or equivalent technical qualification in IT or appropriate discipline(s) or experience.
- At least 1 to 2 years’ experience working on Service Desk providing 1st [and 2nd] line support [where relevant].
- Ability to work under pressure to tight deadlines.
- Excellent communication skills with strong Customer Focused Mindset.
- Aptitude to develop skill set further in two or more areas needs to be demonstrated, including a willingness to take on more responsibility in Service Delivery areas.
- Knowledge of VOIP telephone systems.
- Microsoft Active Directory and Exchange administration skills
- IT desktop support which should include MS Office.
- Working knowledge of LAN’s, WAN’s.

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