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Our client has an exciting career opportunity for an IT Service Desk Analyst to work for a thriving business in Nottingham City Centre.  This person will be based in the office with some flexibility to work from home a couple of times a week once established in the role.

This is a great opportunity to further your technical skills – good customer service is of the utmost importance and also communication skills.

Key skills

  • Knowledge of PC hardware, Microsoft Office 365 and Microsoft Teams.
  • Advantageous to have knowledge of networking, Active Directory account management, Microsoft Azure.
  • Good troubleshooting and problem-solving skills.
  • Time management skills and attention to detail.
  • Ability to quickly learn new applications and technologies.

 

About the role

  • This person will be working within a team, dealing with incoming service requests and incidents in a professional, courteous manner via telephone, email and ITSM software.
  • Accurate logging of service requests and incidents, categorising and prioritising them in line with team procedures.
  • Taking ownership of service requests and incidents, managing them in a logical and methodical manner.
  • Conducting full and thorough diagnostics with end users to enable incident resolution at first point of contact where possible.
  • Ensuring all incidents and service requests are progressed & cleared within SLA, escalating to other internal and external teams as appropriate.
  • Managing service requests and incidents through their entire lifecycle from the first point of contact through to resolution, proactively keeping stakeholders informed of progress.
  • Identification and reporting of significant or recurring problems to the second line support team.
  • Proactive refinement of the internal team knowledgebase to enable the continuous improvement of service.
  • Provision and deployment of desktop hardware to end users.
  • Onboard new users and provision of application training where appropriate

This person will be working for a highly supportive employer and will be encouraged and supported as they further their technical skills within the role.  To £24,000 + excellent benefits and career path.  Interested?  Send your CV now!


    • Job type: Permanent
    • Location: Nottingham
    • Date posted:
    • Salary:£20000 - £24000