Service Desk Analyst

2 weeks ago

Macclesfield, United Kingdom Elior Full time

Company description:
89% of our colleagues enjoy doing their job each day.
Here at Elior UK we have lots of opportunity for progression and personal development within our business and work with a diverse range of clients.
Elior is a multi-award winning global player in the contract catering sector, with operations in over 6 countries, over 105,000 employees and 4 million guests served every day. We are one of the largest contract caterers in the industry with our Group headquartersin Paris. Here in the UK we have approximately 10,000 colleagues helping us deliver our promise in achieving excellence in everything that makes up the customer experience across over 1,200 sites.
Our Head Office is based in Macclesfield and we have another large, newly refurbished office right in the heart of London where our CEO is based. Both offices are linked via good public transport routes. They are sociable and open spaces with fantastic restaurant/ catering facilities. Lunch subsidies / free refreshments and snacks are offered.

Job description:
Your key responsibilities as the Service Desk Analyst will consist of:

- Resolve incidents and service requests, with a high first-time percentage fix rate
- Be a problem solver
- Be able to plan, communicate and work with people from other departments as the IT lead
- Experience of coordinating with 3rd parties to strict deadlines
- Prioritise tasks in a fast-paced environment
- Demonstrate excellent customer service and communication skills across all levels of the Business
- Maintain and create up to date documentation on new and existing processes
- Follow processes for purchasing new IT Equipment
- Be responsible for liaising with 3rd party companies where calls cannot be dealt with in-house.
- Work independently on assigned tasks with attention to detail
- Be able to recognise and escalate Major P1 incidents

Profile description:
The experience and knowledge we are looking for from our future Catering Assistant include:

- Have a minimum of 2 years' experience working in an IT Helpdesk Environment, specifically with a strong working knowledge of Microsoft Desktop solutions
- ITIL foundation or equivalent
- Have experience of using ITSM tools and working towards SLA targets
- Be enthusiastic and a self-starter with excellent interpersonal skills, displaying high levels of dedication to customer service
- Show attention to detail in incident recording, control of IT procurement and asset tracking
- Be patient with the ability to remain calm under pressure and be able to make rapid decisions based on information available
- Experienced in supporting users of all abilities and stakeholders to director level
- Providing support on ad-hoc projects, and be able to plan and prioritise tasks
- Working in a changing environment
- Experienced in 1st and 2nd line desktop support
- Experienced in 3rd line desktop support recommended
- Good understanding of basic network topology

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