Service Desk Support Analysis

Service Desk Support Analysis
Permanent – Full Time
West Brom
£18,700-£21,000

Working as part of the First Line Support Team the role will support a range of IT cases covering both hardware and software. The role provides first line support to users by investigating and resolving IT issues and contributes into the delivery of an effective IT support service to both internal and external customers. The role requires the individual to have the willingness to want to aid in supporting all aspects of the IT service assisting other teams where required.

What’s in it for you?

• Annual leave 30 days + Bank Holiday
• Additional 5 days annual leave after 5 years of service
• Hybrid working
• 19% pension Scheme
• Hours 8:30am-4:30pm

Key Responsibilities:

• Provide first point of contact and support for IT cases both to internal and external customers.
• Ensure all IT cases are recorded, categorised, and prioritised in accordance with the agreed procedures and SLAs.
• Ensure troubleshooting steps are followed consulting documentation, knowledge base, various support systems and appropriate websites
• Use of IT tools to support and remotely manage customer systems.
• Support in the build, configuration, and management of IT assets across the service.
• Ensure regular case updates to manage customer expectations and satisfaction.
• Update Knowledge Base articles as required to ensure they are reflective of the current support and service.
• Identifying reoccurring issues that can be fed back to Service Desk Team Lead, for long term fixes, to reduce the impact on the service desk.
• Provide support for IT projects as required.
• To comply with all company policies and procedures and act as a role model, upholding the Business’ Achieving Expectations Framework and driving culture change throughout the company.

What We’re After?

• Good attitude to delivering excellent customer service
• Ability to work under own initiative, being resourceful and able to accept responsibility.
• Patient and sympathetic approach to others.
• A thorough and rigorous approach to work and documentation.
• Willingness to learn and develop new skills.
• Able to communicate at all levels both verbally and in writing.
• Ideally IT experience or knowledge however not essential