Service Desk Analyst

Join our Service Delivery Team

This is an exciting opportunity to join a growing and high performing part of Softcat's business as a Service Delivery Executive. The Service Delivery Team are a proficient, fast-paced and exciting team who are committed to providing excellent customer service. This role plays a key part in the expansion of the Service Delivery Team who are focused exclusively on one of Softcat's flagship EUC support contracts. The teamwork alongside the wider Services and Account teams at Softcat to ensure the customer is getting value from their service.

Success. The Softcat Way.

Softcat is a £1billion+ pa turnover technology solutions business and trusted partner to names like Apple, Microsoft and Adobe. Offering a growing portfolio of services including software licensing, cyber security and IT infrastructure, we give our technical teams the tools and support to make exciting things happen. This is where to achieve more for your career.

Are you passionate about service delivery and Customer experience?

As a 1 st line Service Desk Analyst, you'll be responsible for:

• First point of contact for user queries relating to support services and Scheduling tasks for onsite engineer team, being mindful of workload
• Ongoing management of joint team mailbox
• Proactively manage call queue in ITSM tool to ensure tickets are resolved within agreed SLA's
• Carry out onboarding/ handover sessions with customers
• Remote technical sessions to support set up of new devices (MFA etc) and Managing EUC Stock levels and providing weekly reports
• In busy periods, assist engineers to build, install and troubleshoot Windows related issues

What we need from you

• Be passionate about the delivery of customer service and relationship building
• Strong communication skills with the capability to deal with a variety of communication types across varied audiences
• Track record in End User Computing engineering/support, Windows environment and tools such as MDM, Active Directory, Azure AD, Microsoft Office
• Display initiative and ownership, whilst understanding limits of own authority

Please note, you'll be put through SC clearance upon hire, so you'll need to possess either an existing SC clearance or be willing and eligible to undergo the vetting for such clearance.

Work in a way that works for you

We recognise that everyone is different and that the way in which people want to work and deliver at their best is different for everyone too. In this role, we can offer the following flexible working patterns:

• Working flexible hours - flexing the times you start and finish during the day
• Flexibility around school pick up and drop offs

Working with us

Wherever you work, we want you to experience the freedom and autonomy to realise your potential. You will feel supported by a team that celebrates individuality, encourages different perspectives, and embraces every background.

Rewards

We offer a competitive salary and benefits package and will provide you with opportunities to grow, flourish, and achieve great things. Our benefits include:

• Max employer pension contributions of 5%
• Share incentive plan
• Life assurance
• Healthcare
• Buy extra holiday plus an extra day's holiday on top of your usual entitlement on your birthday
• Technology vouchers, activity passes, restaurant discount cards
• Option to add your partner/family to some of the benefits
• Access to Perklife , our dedicated portal for all perks and flexible benefits

Join us

To become part of the success story, please apply now

Softcat is an inclusive company where you can enjoy the career you want, without changing the person you are. We're welcoming to all and passionate about promoting greater diversity in the tech sector.

Please contact directly if you require a full job description