Service Desk Analyst - Onsite (Basingstoke, UK) at Codestone

Basingstoke and Deane, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

29 Jul, 26

Salary

0.0

Posted On

30 Apr, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical support, Windows 10, Active Directory, Customer service, ITSM tools, Troubleshooting, Communication skills, Remote support tools, Incident management, Service request management, Documentation, Triage, Problem-solving, Attention to detail, Empathy

Industry

IT Services and IT Consulting

Description

About the Role Are you passionate about technology and helping people? We’re looking for a Service Desk Analyst to provide first-line technical support to our managed service customers. If you thrive in a fast-paced environment and enjoy solving problems while delivering great customer service, we’d love to hear from you. Working pattern: Monday – Friday, 07:00 - 17:30 (Onsite, Basingstoke) What you’ll do: Provide first-line support via phone, email, and self-service channels Take ownership of incidents and service requests from start to resolution Troubleshoot issues across Windows, MS Office, Active Directory, and mobile devices Escalate complex issues while keeping users updated Log and manage tickets through ITSM tools and maintain accurate documentation What we’re looking for: Experience in a Service Desk or MSP environment Strong customer service and communication skills Knowledge of Windows 10+, Active Directory, and remote support tools Ability to explain technical issues to non-technical users ITIL Foundation (v3 or above) preferred You will bring the following behaviours: Customer Focus: Demonstrates a high level of commitment to providing excellent customer service, ensuring a positive experience for users, and adhering to service management principles. Communication Skills: Proficient in communicating clearly and effectively. Problem-Solving and Decision-Making: Takes initiative in resolving incidents within their expertise, accurately triaging requests, and escalating issues when necessary while maintaining ownership until resolution. Accountability: Shows responsibility for user incidents and requests, ensuring follow-ups and updates are consistently provided, taking proactive steps to complete tasks. Teamwork: Works well with other analysts and customer resolver teams to escalate, communicate, and resolve user issues, fostering a cooperative environment. Attention to Detail: Accurately records and monitors incidents and requests Empathy and Patience: Exhibits understanding and patience when dealing with user concerns, especially during complex or recurring issues If you enjoy solving problems, supporting users, and being part of a collaborative team, this could be the role for you. Apply now and be part of a team that keeps businesses running smoothly.

Responsibilities

Provide first-line technical support via phone, email, and self-service channels while taking ownership of incidents from start to resolution. Manage tickets through ITSM tools, troubleshoot technical issues, and escalate complex problems to the appropriate teams.