Service Desk Analyst

at  Pure Cremation

SERVICE DESK ANALYST

Location: Office based role at Eagle House, Andover - with travel to other Andover sites
Salary: £28,462.50 per annum
Hours: 37.5 hours per week – on a rota basis to cover between 8:30am-5pm or 8:00-16:30 Monday-Friday with on-call out-of-hours.
The Pure family is a group of Companies that specialises in providing direct cremation funeral services. Pure Cremation Limited is one of the UK’s leading independent providers of direct cremations, and our Pure Funeral Planning Company was the bestselling provider of Funeral Plans in the UK in 2021.
We have incredibly talented teams who provide the highest standard of care to our customers and their loved ones, and this isn’t just what we think…. it’s what our fantastic 16,000 customer 4.9* Trustpilot reviews think too.
Pure Cremation Group is a forward-thinking industry disrupter dedicated to providing exceptional customer service. An exciting opportunity has arisen for a IT Service Desk Analyst to join a growing IT Department operating in a modern, fast pace and disruptive industry.

JOB PURPOSE:

The main job purpose of this role is to be the primary point of contact between end users and the IT organisation. The IT Service Desk Analyst will be responsible for recording the details of all reported IT incidents and service requests. You will be working to either restore service as quickly as possible or escalating them to the appropriate teams. This position is responsible for the support of our staff and guests to the Group. The position requires excellent logical thinking and great customer service skills.

SUMMARY OF RESPONSIBILITIES AND DUTIES

• Accurately log and prioritise incidents and service requests received through multiple sources (phone, e-mail and in person) within the IT Service Management Tool.
• Ability to manage own workload, resolving incidents and fulfilling requests within our IT Service Management tool.
• Troubleshoot end user’s issues and where possible resolve at first point of contact.
• Provide excellent customer focused support to a variety of end user services, such as laptop, desktop, (Mac OS, IOS & Windows), Print, Audio/Visual support and network infrastructure support.
• Flexible approach to work including a good ability to prioritise workloads & projects.
• Assist with setting up new desktops, laptops, printing and voice technologies.
• Manage the Starter/leaver/mover process.
• Self-motivated with the ability to work effectively both individually and as part of a team, whilst adhering to company policies.
• Excellent organisation & time management skills to be able to support a variety of customers potentially across multiple sites, whilst maintaining excellent customer satisfaction.
• Be an advocate for the end user to ensure they receive the best service from IT.
• The ideal candidate must be able to work in a high-pressure environment to help provide consistently high-quality service and support to end users.
• Provides support across multiple sites and must be able to travel, this includes out of hours support on a ROTA basis.
• Excellent communication skills, both written and verbal. They must be able to explain potentially technical issues to non-technical staff.
• Contribute to the creation and maintenance of knowledge articles and user guides.
• Ad-hoc duties as requested by management.