Solutions Through Knowledge Contracts Limited

Service Desk Analyst/1st & 2nd Line Support/Desktop Support 23-27K + Benefits + Company Vehicle for field-based work 8am-4pm or 9am-5pm Worthing ROLE Do you take pride in offering a fantastic service to customers? Have you worked in a technical support environment before resolving service desk/1st & 2nd line support issues? If the answer is yes to those questions, then we have a great opportunity for you. We are searching for an IT Service Desk Analyst/1st & 2nd Line Support Engineer who is comfortable supporting users with 1st & 2nd line technical issues, operating in both a single site and field-based capacity (company vehicle available for field-based work). Full training will be provided. DUTIES & RESPONSIBILITIES Maintain a customer focused approach, delivering superb value to the customer base Provide excellent customer service at all times; offering empathy and patience to the users Take accountability and ownership for all assigned issues Answer telephone calls in a professional, confident and timely manner, with a strong focus on first time fixes Contribute to the continual service improvement culture Adhere to strict SLAs & KPIs Complete online ticket requests with a high level of diligence Respond to user requests and assist and teach users where appropriate Perform troubleshooting and fault diagnostics Perform basic IT system administration tasks Escalate incidents to different resolver groups COMPETENCIES Experience of working in an ITIL environment or theoretical knowledge of ITIL supported by commercial IT support experience Able to resolve 1st and/or 2nd line desktop issues in a Microsoft environment Competent at fixing PC & Laptop hardware Basic networking and general fault diagnosis Excellent customer service Strong communication skills A team player who is self-motivated, enthusiastic, and keen to learn Diligent with good time management skills and the ability to prioritise tasks Proactive approach to work, with a positive and flexible attitude Ideally you will possess one or more of the following accreditations: CompTIA A+, CompTIA Network+, MCP/MCSA in Desktop ITIL V3 or V4 Foundation COMPANY Our client is committed to making sure their employees reap the rewards of commitment and great performance. You will enjoy a secure, supportive and progressive working environment, where your contribution and achievements will be recognised and rewarded. They offer comprehensive training as well as development and career progression opportunities. In addition to this, you will also receive the following benefits: 28 days annual leave (including statutory holidays) Overtime and on-call options Stakeholder pension Company vehicle available