Service Desk Analyst

at  Hayley Group

Hayley Group Limited has an exciting opportunity for a Service Desk Analyst to join our well established and experienced IT team based at our Halesowen branch. You will join us on a full time, permanent basis and in return, you will receive a competitive salary.
Hayley Group is the largest independent distributor of engineering products and consumables in the UK. We are an equal opportunities employer, currently employing over 1,000 people who continue to be a cornerstone of our business and are fundamental to providing industry-leading customer service.

SKILLS & ATTRIBUTES WE’RE LOOKING FOR IN OUR SERVICE DESK ANALYST:

• Excellent communication skills.
• Previous experience on an IT Service Desk, or within a customer-service role, is desirable however not essential.
• A desire to work within IT is encouraged.
• Good time management skills and able to prioritise workload.
• Strong Microsoft Office/M365 knowledge would be advantageous.
• IT/Computing qualifications or certifications would be advantageous.

ABOUT THE ROLE:

As our Service Desk Analyst, you will be providing effective support covering our systems and equipment to our branch network. This role offers a fantastic opportunity for an enthusiastic individual who is looking to develop their skills and progress within a dynamic and growing business. Please note, this is an office-based role, so candidates should live within comfortable commuting distance of Halesowen.
Working hours: 40 hours per week Monday to Friday, plus 1 in 4 Saturday mornings, as required. (Additional working hours may be required).

KEY RESPONSIBILITIES AS OUR SERVICE DESK ANALYST WILL INCLUDE:

• Providing IT support via phone, face-to-face and electronic communications to ensure the successful resolution of issues.
• Handling incoming calls and undertaking any relevant issue investigation ensuring all key information is accurately captured.
• Evaluating and assigning incidents that cannot be resolved to the appropriate support groups for resolution.
• Providing assistance with software and hardware issues.
• Logging all calls and resolutions via our service desk system.