Service Desk Analyst - Customer Engagement Team Night Function at Codestone

, , United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

17 Jul, 26

Salary

0.0

Posted On

18 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Desk, Technical Support, Active Directory, Windows OS, MS Office, ITSM Tools, Remote Access Software, Incident Management, Customer Communication, Troubleshooting, ITIL v3 Foundation, iOS, Android

Industry

IT Services and IT Consulting

Description

Hours of Work Customer Engagement Team Night Function operates from 7pm to 7am and your rota will require 4 Days on 12 hour shifts followed by 4 Days Off. This is a Nights Only role and will include Weekends and Bank Holidays. Location Remote, UK only About the Role Are you passionate about technology and customer service? Do you thrive in a dynamic, fast-paced environment? We are seeking a Service Desk Analyst to join our team and provide top-notch first-line technical support to our managed service customers. In this role, you will be the first point of contact for customers seeking help with IT-related issues, ensuring they receive timely and effective support through phone, email, and messaging platforms. If you're looking for a role where you can use your technical skills while making a real impact on customer satisfaction, this is the job for you! Responsibilities As a Service Desk Analyst, your core responsibilities will include: Provide technical support: Be the go-to person for customers seeking assistance via email, phone, and self-service portals, offering a professional and helpful experience. Ownership of incidents and requests: Take charge of troubleshooting and resolving user issues, escalating them when necessary, but always ensuring the problem is tracked to resolution. Customer communication: Keep users updated on their requests and incidents, ensuring they're informed and confident in your support throughout the process. Escalation management: Work closely with internal teams to escalate issues that need further expertise, ensuring smooth handoffs and resolution. System support: You’ll use industry-standard ITSM tools, remote access software, and handle daily system management tasks across various platforms (MS Office, Windows OS, Active Directory, etc.). Documentation & Knowledge Base: Maintain clear records of issues and resolutions, and contribute to documentation that helps resolve future requests faster. Your Experience: We need someone who is both technically savvy and customer-focused. Ideal candidates will have: Service Desk Experience: Hands-on experience in a similar role, preferably in a Managed Service Provider environment. Out of Hours Experience: The night shift function needs to fit with your lifestyle and it is likely you will have worked in out of hours positions and already be comfortable with this commitment. Technical Skills: Proficient with Active Directory, Windows OS (10+), MS Office, iOS/Android devices, and remote support tools. Excellent Communication: You can explain complex technical issues in a simple, clear, and professional way to non-technical users. Customer-Centric Approach: You enjoy solving problems for customers and know how to keep them engaged and satisfied. Proactive and Detail-Oriented: You’re a self-starter who takes initiative and can handle a busy workload while paying attention to the finer details. Team Player: You collaborate well with others, helping colleagues and working with resolver teams to address customer needs. ITIL v3 Foundation (minimum): A solid understanding of ITIL practices to ensure you adhere to best practices in service management.

Responsibilities

Provide first-line technical support to managed service customers via phone, email, and messaging platforms. Manage incidents and requests from initial contact through to resolution while maintaining clear documentation.