IT Support Desk Analyst - 1st / 2nd Line - O365, Azure
Posted on Jul 19, 2019 by CV-Library
St Ives, Cambridgeshire, PE27
£24,000 - £27,000 DOE + Benefits & Perks
As a Digital Transformation Partner, we accompany companies into the digital future. Our range of IT solutions includes consulting, implementation, services and the operation of IT systems. Our customers benefit from our extensive expertise and our innovative portfolio that covers the IT requirements necessary for a successful digital transformation.
Our headquarters are based in Munich and we employ over 3,000 employees worldwide and have offices in Germany, Austria, Belgium, the UK and the U.S.A.
Our Managed Services team, who are based in Cambridge, provide a focused range of hosted and cloud services through our extensive portfolio, specifically designed to help corporate and public-sector customers align their IT functions to their core business requirements.
The Service Desk Analyst Role:
We’re now recruiting for a Service Desk Analyst to join our busy team based from our office in St Ives. Working as part of an established team reporting to the Service Desk Manager your primary responsibility will be to ensure logged tickets are assigned and updated with the agreed SLA’s for our customers and to ensure that regular updates are maintained.
This means working carefully to understand the issue at hand, allocate to the appropriate team and individual, whilst delivering a high standard of customer service to all customers in the process. This will also include 1st line resolution and triage of incidents in order to assign to the appropriate resolver team.
The ideal candidate will already have experience of working in a Service Desk and will understand the importance of call logging, documentation and working to SLAs whilst working in a team environment.
This is a fantastic opportunity to work within an interesting and varied company who offer a busy yet friendly place of work.
+ Follow incident management and escalation processes
+ Improve the overall first-time fix rate within Managed Services
+ Sharing information on new issues and call type trends with team leaders, in order to improve IT strategy across the business
+ Identifying multiple common incidents as problems and manage those in collaboration with the Problem Manager
Skills and Experience:
+ An understanding of ITIL process and guidelines.
+ Previous experience of working within an IT environment
+ Service Desk software experience
+ Excellent communication skills both oral and written with a strong focus on attention to detail
+ Outstanding customer service with established telephony skills
+ Must be able to work on own initiative and as part of a team, understanding the importance of teamwork
+ Location: Based from our office in St Ives, Cambridgeshire
+ Hours: Monday to Friday (37.5 hours per week) based on two shift patterns working between the hours of 08:00 and 18:00.
+ Salary: £24,000 to £27,000 Depending on experience and skills
+ Start date: ASAP
+ Benefits & Perks:
+ Includes: 25 days annual leave, life assurance, healthcare cash plan, employee assistance programme, on-line discounts & savings platform, free parking, spot bonus scheme, recruitment bounty scheme, dress down Friday, free fruit, Fundraising, Sports & Social club.
+ Must have the right to live and work in the UK;
+ Must meet Security Clearance vetting requirements as this is a requirement of the role;
+ Must have full UK driving licence and access to own transport to get between sites;
+ Any offer would be conditional upon the successful candidate passing a full DBS national security vetting process;
+ Compliance to ISO27001, ISO20000, ISO9001 & ISO22301 is essential to our business. Quality, IT Service Management, Information security and Business continuity awareness, education and training are given regularly.
We look forward to hearing from you!
Join us at the forefront. Put your talent to the test. Make leaps in your field. We are a creative, collaborative place, delivering transformative results with remarkable technology for remarkable clients daily. Working here is challenging, rewarding and exciting. We welcome adaptable, enterprising professionals and invest heavily in their development.
Interested? Apply here for a fast-track path to the Hiring Manager
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR