IT Service Desk Analyst

at  Openwork UK Ltd

Swindon, England, United Kingdom -

Start DateExpiry DateSalaryPosted OnExperienceSkillsTelecommuteSponsor Visa
Immediate12 Feb, 2025GBP 28000 Annual13 Nov, 2024N/AGood communication skillsNoNo
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Description:

Are you a natural troubleshooter with a talent for multi-tasking?
Our IT Service desk is an integral part of our business, resolving desktop and application issues & requests to a high standard, and continually learning new skills in order to support a ‘shift left’ culture. This is a fantastic entry level opportunity to join our Technology team.
You will be a highly motivated person who is passionate about delivering an outstanding service, resolving IT issues and requests to an extremely high standard for Openwork Colleagues and Adviser Firms.
This is a hybrid role, based in our Swindon office.

KEY ACCOUNTABILITIES:

  • Ensure an exceptional level of customer service and satisfaction is always met
  • Accurate ticket logging of all IT incidents and service requests whilst managing your ticket queue, making sure calls are prioritised and closed within SLA.
  • Managing calls to the agreed quality standard, including answering the call with standard greeting, correct triage of call, explaining next steps if necessary,
  • Perform remote troubleshooting through diagnostic techniques and triaging calls to a high standard.
  • Supporting a multitude of technologies such as, Audio Visual, desk & mobile phones, laptops, Microsoft dynamics and Office 365 as well as Inhouse applications.
  • Make judgment calls on problems that should be escalated to management
  • Escalate major incidents to IT management quickly and clearly, obtaining as much detail about the incident as possible including impact
  • Contribute towards the internal Knowledge base helping to create documentation.
  • A strong commitment to continuous service improvement. Proactively identifying areas where the service desk can improve their service offering and the customer experience.

Responsibilities:

Please refer the Job description for details


REQUIREMENT SUMMARY

Min:N/AMax:5.0 year(s)

Information Technology/IT

IT - Hardware / Telecom / Technical Staff / Support

IT Support

Graduate

Proficient

1

Swindon, United Kingdom