applicant
IT Service Desk Analyst
at Interactive Investor Manchester in Manchester (Published at 07-12-2023)
This is an exciting opportunity for someone to complement our existing IT Service Desk team - dedicated to providing an excellent IT service to our internal customers at all times. In this role you will join the ii Service Desk which currently manages approx. 2000 user incidents per month along with supporting major incidents, changes, and requests. As an IT Service Desk Analyst, you will manage the speedy answer, response and resolution of all inbound incidents and requests via E-mail, phone, in person and via the Internal IT Service Delivery toolset. The right person will have previous experience working within a busy Service Desk environment and have proven demonstrable ability to work to strict processes, tight deadlines and adhere to company set regulations and procedures. Managing your customers’ expectations, ensuring that they’re kept updated on the status of their outstanding IT calls in line with expectations and agreed SLAs and building relationships with our customers and your colleagues, and working within a team to provide a great service to all. Reporting directly to the IT Service Desk Team Leader, the successful candidate will show enthusiasm, excellent customer service skill, excellent technical and diagnostics skills and a “hit the ground running” work ethic.The responsibilities of the role include: Taking personal responsibility for delivering on your objectives in line with our values Making sure that incidents and service requests are logged, progressed, and resolved according to our agreed standards and procedures Making sure that all steps you’ve taken when working on an incident or service request are clearly documented in the ITSM tool Adhering to standard operating procedures to complete service requests Escalating calls to appropriate teams Managing your customers’ expectations, ensuring that they’re kept updated on the status of their outstanding IT calls in line with expectations
Requirements
SKILLS & EXPERIENCE REQUIRED:
The successful candidate will be required to evidence the following skills/experience :
- Working in a busy customer service environment, ideally on a technical service desk supporting a large number of users
- Ability to respond to a high volume of queries from across the organisation, while remaining resilient and enthusiastic
- Being able to accurately log, progress and resolve service calls using an ITSM tool
- Owning the outcome for delivering customer service using a variety of communication methods
- Having strong verbal and written communication skills – you’ll be dealing with colleagues at all levels across the organisation both in person and remotely
- Having technical understanding of IT within an enterprise
- Good troubleshooting skills and experience of Microsoft products including Office suite and Office 365
- Additionally, you will have knowledge and/or working experience of ITIL based service management and operational support, disciplines. Certifications such as MSCP and ITIL would be advantageous
- Preferable minimum 3-years previous experience within a service role in the IT industry
- Experience supporting Windows 10 within an enterprise environment
- Experience managing user, groups and mailboxes in MS Exchange and Office 365
- Working knowledge of laptop and printer hardware dependencies and relationships of networks, phones, mobiles, PC operating systems, and office meeting room technologies including Audio Visual
- Recognised IT qualifications would be beneficial
- Any experience of supporting macOS would be advantageous
PERSONAL ATTRIBUTES:
STRAIGHT TALKING | MOVING WITH SPEED | OWNING THE OUTCOME
- Clear communicator
- Strong team player but capable of operating alone
- Demonstrated passion and drive for delivering the best outcome
- Contributor – confident to put forward ideas, thoughts, and concepts for technology improvement initiatives
- Decisive and take ownership of outcomes
- Not afraid to challenge and be open to challenges
- Highly self-motivated and logical thinker
- Ability to take on knowledge rapidly, ability to self-learn and discover
- Problem solver
