IT Service Desk Analyst

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